Global Customer Service Officer

The air cargo industry is entering an accelerated phase of change and transformation. From digitalizing the end-to-end value chain, to fortifying a true e-commerce experience, to the launch of digital freight marketplaces, and much more. As the world’s largest global air cargo carrier, Qatar Airways is leading this change. To support our vision, we are looking for talents – the bold, the imaginative and the change-maker.

All of who will support Qatar Airways Cargo’s position as a true leader in the air freight industry. If you want to make an impact, to grow your experience and to challenge your comfort zone, then join us at Qatar Airways Cargo and be part of our passionate team.
As the business expands, we are pleased to announce an incredibly exciting opportunity to be part of Qatar Airways Digital’s Team in Doha as a Global Customer Service Officer.

As a Global Customer Service Officer, you will enhance Qatar Airways Cargo customer experience and in line with the core values, by offering an escalation point of contact for both internal and external customers across the network from booking until final delivery by managing a closed loop activity to ensure all customers are receiving the service Qatar Airways Cargo are committed and to ensure all corrective actions are put in place to address service failures.
As part of your role, your responsibilities will be inclusive of, but not limited to the following:

• Coordinate day to day work functions, acting as a “go to” person and investigating and resolving complex customer issues. Queries may be received on a range of issues including Misrouted Cargo, Damaged Cargo, Offloaded Cargo, Missing Cargo and any discrepancies.
• Understand the needs and requirements of the customer and manage their expectations and the service received and pro-actively resolve potential or current issues in a timely and efficient manner.
• Ensure to track all customer escalation and resolution activities for quality and metrics reporting through existing tools to facilitate reporting and identification of common inquiries, maintain an accurate database of customer queries with actionable data output in preparation through the Customer Relationship Management (CRM) application.
• Identify trends related to customer inquiries to respond proactively and provide feedback to management.
• Develop a clear and in-depth knowledge of all Qatar Airways Cargo products in order to understand and resolve customer queries in the first instance wherever possible.
• Collaborate with other departments on cross functional tasks and projects representing the Customer Experience function and ensuring the voice of the customer is always present in the resolution discussion.
• Perform other department duties as directed by Line Manager of Head of the Department.

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.

• Bachelor’s degree or equivalent with a minimum of 3 years of job-related experience in air cargo, logistics, or a related field.
• Solid understanding of air cargo customer service practices and procedures.
• Knowledge of cargo reservation, acceptance and handling processes.
• Familiarity with IATA and TACT regulations.
• Strong communication skills with excellent command of English (verbal and written)
• Proficiency in French and Arabic is preferred and will be considered an asset.
• Advanced proficiency in MS Office tools (Excel, Word, Outlook) with strong presentation and reporting skills.
• A proactive mindset with the ability to work independently and manage multiple tasks in a fast-paced environment.

Our story started with four aircraft.…