Senior Airport Services Agent - MXP

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General Information

Ref #

236400

Location

Italy-Milan

Job family

Cargo & Airport Operations

- Closing Date: 2026-09-16

Description

About the Role
Based in Milan, Italy, this role supports Qatar Airways airport operations and customer service delivery at Milan station. The successful candidate will contribute to safe, secure and efficient passenger handling while helping deliver the high service standards expected across the Qatar Airways network.
As a Senior Airport Services Agent, you will play a key role in delivering exceptional customer service and ensuring smooth airport operations. You will serve as a primary point of contact for passengers, stakeholders, and service providers, supporting the safe, secure, and efficient handling of customer journeys in line with Qatar Airways standards, policies, and regulatory requirements. You will also assist in maintaining operational excellence across check-in, boarding, arrivals, departures, baggage services, and aircraft turnaround activities.
Key Responsibilities

- Deliver professional and consistent customer service during check-in, boarding, arrivals, departures, and baggage service activities.
- Act as a key contact for passengers, stakeholders, and airport partners, representing Qatar Airways to the highest standards.
- Monitor check-in and boarding processes to ensure service delivery complies with company policies and procedures.
- Support the smooth handling and resolution of customer queries, claims, and service recovery situations.
- Coordinate with ground handling agents and airport stakeholders to maintain efficient and safe operations.
- Perform assigned aircraft turnaround activities to support safe and secure aircraft handling.
- Assist passengers through airport processes, including transfers, immigration areas, lounges,



boarding gates, and entry requirement enquiries.
- Complete required flight-related administrative duties and operational reports accurately and within agreed timelines.
- Ensure compliance with safety, security, regulatory, and operational standards through effective oversight and coordination with service providers.
- Maintain positive working relationships with handling agents, suppliers, airline partners, and internal stakeholders.

The gross annual salary shall be in accordance with the C1 level of the FAIRO Collective Bargaining Agreement (CCNL) and shall amount to approximately EUR 38.000 gross per year for full-time employment

Qualification

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 the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future and build the life you want while being part of an 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.
About You

- High School qualification with a minimum of 2 years of job-related experience; OR Bachelor’s Degree (or equivalent)



with a minimum of 1 year of job-related experience.
- Experience in airport operations within a leading airline environment.
- Strong spoken and written English communication skills.
- Knowledge of ticketing and fare construction principles.
- Ability to effectively manage mishandled baggage services and customer service recovery situations.
- Strong customer service skills with the ability to manage passenger interactions professionally and confidently.
- Ability to resolve operational issues independently and collaborate effectively across teams.
- Strong focus on safety, security, compliance, and operational excellence.
- Ability to build positive working relationships with internal and external stakeholders.
- Commitment to delivering high standards of service while acting with integrity and professionalism.

About Qatar Airways Group
Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before.

So whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries and be part of a truly global community.

How to Apply
If you’re ready to join a progressive team and have a challenging and rewarding career, then apply now by uploading your CV and completing our quick application form.

https://aa115.taleo.net/careersection/QA_External_CS/jobapply.ftl?lang=en&job;=236400

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7m9kll