About The Role 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.

Qualifications About you

• 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.