Senior Airport Services Agent

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. In this role you will deliver exceptional customer service across all airport touchpoints, ensuring operations meet commercial, safety, security and service standards.

Key responsibilities

• Provide professional and efficient customer service during check‑in, boarding, arrivals and departures.
• Coordinate with check‑in teams, transfer desks, handling agents and airport stakeholders to ensure smooth passenger processing.
• Assist and direct 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 to maintain high service standards and compliance with 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 where applicable.
• Ensure all safety, security and operational procedures are consistently followed.
• Build positive relationships with airport stakeholders and contribute to a collaborative team environment.

Required profile

• Current legal right to live and work in Zambia.
• High school qualification with at least 2 years relevant airport, airline or customer‑service experience, or a bachelor’s degree with at least 1 year 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 abilities.
• Ability to manage service‑recovery situations and resolve passenger issues professionally.
• Ability to work in a fast‑paced operational environment while maintaining high safety and service standards.
• Strong teamwork, communication and problem‑solving skills.

Required skills

• Knowledge of airline fares and ticketing processes.
• Familiarity with baggage services and the WorldTracer system.