Cargo Customer Services Agent

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About the Role

Qatar Aviation Services Cargo is recruiting for Cargo Customer Services Agent position.

The role will be responsible to handle import & transit documentation. Notifies consignee of the arrival of freight and collects payment for handling charges. Accepts cargo based on IATA regulations. As Cargo Customer Services Agent you will also attend on queries and email correspondence in timely manner which requires special handling and approval. Ensure to provide a total customer satisfaction with service quality excellence.

• Responsible for handling email communications, whilst cross checking the customer service requirements, working practices and other related procedures in order to ensure that there are no process deviations.
• Liaises with other departments in terms of service request or handling instruction from customers through proper and through interdepartmental communications in order to enhance the customer experience.
• Handle basic customer complaints/inquiries via email or phone and if required, escalates to seniors in a timely and accurate manner so that customer experience is not affected.
• Regularly monitor KPI and escalates to seniors if there is any deviation to the KPI. Proper communication through email and telephone is being followed with all concerned Airlines, Origin Station, Brokers/Agent and Department and escalating any delays to the seniors in order to ensure customer experience is not affected.
• Evaluate all the supporting documents by cross checking the SOP and if required check with seniors prior to the acceptance of Incoming Dangerous Goods and AVI shipment.
• Physical check of each shipment to ensure compliance with IATA / Carrier regulations such as weight / dimension / packing / marking / number of pieces / nature of goods.
• Conduct document check to ensure compliance with IATA/Carrier regulations.
• Needs to crosscheck all the documents provided by the customer prior to issuing the Airway Bill (AWB) for walk-in customers.
• Prepares notices for all incoming cargo and IRP for the uncollected shipments.
• Perform other department duties related to his/her position as directed by the Head of the Department.

• Minimum High School Qualification with 1 year of job-related experience.
• Knowledge and work experience in Ground Handling/Air Cargo Operations/Warehouse.
• Excellent in both spoken and written English language.
• Good command over spoken and written Arabic language.
• Well experience in Customer Service.
• Good knowledge of Microsoft office tools.
• Ideally familiar with acceptance of Dangerous Goods/Live Animals.

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.

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