About the role:
We are currently recruiting for Baggage Services Agent, within Hub Baggage Services in Doha.
The successful candidate will achieve a consistent high quality services to Qatar Airways customers, in compliance with Standard Operating Procedures (SOP). You will provide assistance to passengers whose baggage is mishandled, issue reports, trace and endeavor to restore the missing baggage to the rightful owner as soon as possible to achieve customer satisfaction.
Key accountabilities include:
- Follow a strict compliance and to be well verse in all SOP’s / LOP’s of Baggage Services for smooth operations.
- Monitoring the belt/ carousel area, to ensure all customers are assisted at the blet reclaim area.
- Mandatory checks to be done before initiating the Property irregularity reports in the system.
- Raises property irregularity reports for any mishandled baggage though HAQIBA/ world tracer system.
- Mandatorily to ensure all accurate details are entered in the system in reference to customer’s baggage tag, bag type, color of bag, contact numbers, contents to be updated etc.
- Responds to any enquiry in professional manner while dealing with passenger’s face to face or over the telephone. Handle call centre with professionalism and follow telephone etiquettes to facilitate good customer services and maintain the highest standards of the company.
- Follow up on all mishandled cases by contacting customers to update relevant information which would benefit in tracing the mishandled baggage. Contact customer and request for documents to be submitted and contents update if bag not traced.
- Handle found property central office tasks in reference to collection of found property items from assigned lounges, updating the system (if required by the team) and forwarding found property care of crew on board.
- Monitoring all security check flights and to make sure that customers are being updated with all relevant information of baggage delivery at carousel.
- Handle damaged/ open baggage/ tag less baggage/ dual tagging/ cross tagging/ wrong k-edits at transfer baggage area. Able to handle unauthorized baggage received at Transfer baggage area.
- Reports operational problem at any assigned allocations to the supervisor’s and follow instructions as advised by supervisors. Reports discrepancies in day-to-day activities. Checks, reports and rectifies errors by outstations.
- Records all unclaimed baggage, security items and found properties received from QR flights in the system within 2 hours of flight arrival. Ensures that unclaimed baggage contents updated within one day of OHD creation. Make sure that delivery of claimed/ unclaimed baggage is done against proper documents.
- Perform other department duties related to his/her position as directed by the Head of the Department.
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