About the Role

We are excited to announce an opportunity to join Qatar Airways as a Senior Airport Services Agent based in Lusaka (LUN), Zambia.

As a Senior Airport Services Agent, you will be responsible for delivering exceptional customer service to our passengers across all airport touchpoints, including check-in, boarding, special services, premium passenger handling, and baggage services. You will play a key role in ensuring operations are conducted in accordance with Qatar Airways’ commercial, safety, security, and service standards while providing a seamless travel experience.

As part of this role, you will:

• Provide professional and efficient customer service during check-in, boarding, arrivals, and departures.
• Coordinate closely with check-in teams, transfer desks, handling agents, and airport stakeholders to ensure smooth passenger processing.
• Assist and direct arriving and departing passengers to immigration, transfer desks, boarding gates, premium lounges, hotel desks, and other airport facilities.
• Support the Airport Services Supervisor and Duty Officer in daily operational activities.
• Work closely with Ground Handling Agents (GHA) to ensure high service standards and compliance with operational procedures.
• Handle customer enquiries, service recovery situations, and baggage-related issues efficiently and professionally.
• Assist passengers with entry requirements, visas, residence permits, and travel documentation requirements where applicable.
• Ensure all safety, security, and operational procedures are followed and implemented consistently.
• Support the delivery of a safe, secure, and efficient airport operation while maintaining the highest levels of customer satisfaction.
• Build positive relationships with airport stakeholders and contribute to a collaborative team environment.

Be Part of an Extraordinary Story

Your skills. Your imagination. Your ambition.

Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on some of the most rewarding challenges that will build your skills and experience. You have the chance to be part of our future and build the life you want while working within a truly international community.

Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what’s never been done before.

Together, everything is possible.

Eligibility

You must have the current legal right to live and work in Zambia to be considered for this opportunity.

Applications will only be considered if submitted with an English-language CV/resume.

Qualification

• High School Qualification with a minimum of 2 years of relevant airport, airline, or customer service experience; or
• Bachelor’s Degree or equivalent with a minimum of 1 year of relevant experience

Experience within airport operations or the airline industry is preferred.

Excellent spoken and written English communication skills

Strong customer service and passenger handling skills.

Ability to manage customer service recovery situations and resolve passenger issues professionally.

Knowledge of airline fares, ticketing, and airport processes is advantageous.

Previous exposure to baggage services, baggage claims, or WorldTracer systems would be beneficial.

Ability to work in a fast-paced operational environment while maintaining high safety and service standards.

Strong teamwork, communication, and problem-solving skills.

• Provide professional and efficient customer service during check-in, boarding, arrivals, and departures.
• Coordinate closely with check-in teams, transfer desks, handling agents, and airport stakeholders to ensure smooth passenger processing.
• Assist and direct arriving and departing passengers to immigration, transfer desks, boarding gates, premium lounges, hotel desks, and other airport facilities.
• Support the Airport Services Supervisor and Duty Officer in daily operational activities.
• Work closely with Ground Handling Agents (GHA) to ensure high service standards and compliance with operational procedures.
• Handle customer enquiries, service recovery situations, and baggage-related issues efficiently and professionally.
• Assist passengers with entry requirements, visas, residence permits, and travel documentation requirements where applicable.
• Ensure all safety, security, and operational procedures are followed and implemented consistently.
• Support the delivery of a safe, secure, and efficient airport operation while maintaining the highest levels of customer satisfaction.
• Build positive relationships with airport stakeholders and contribute to a collaborative team environment.

• Excellent spoken and written English communication skills
• Strong customer service and passenger handling skills.
• Ability to manage customer service recovery situations and resolve passenger issues professionally.
• Knowledge of airline fares, ticketing, and airport processes is advantageous.
• Previous exposure to baggage services, baggage claims, or WorldTracer systems would be beneficial.
• Ability to work in a fast-paced operational environment while maintaining high safety and service standards.
• Strong teamwork, communication, and problem-solving skills.

• High School Qualification with a minimum of 2 years of relevant airport, airline, or customer service experience; or
• Bachelor’s Degree or equivalent with a minimum of 1 year of relevant experience