Cargo Customer Services Agent

2 weeks ago

Baladīyat al Ghuwayrīyah, Qatar QATAR Airways Full time
Qatar Aviation Services – Cargo is currently recruiting for Cargo Customer Service Agent to be based in Doha, Qatar. You will be responsible to handle import and transit documentation. Notifies consignee of the arrival of freight and collects payment for handling charges. Accepts cargo based on IATA regulations. Attend on queries and email correspondence on timely manner which requires special handling and approval. Ensure to provide a total customer satisfaction with service quality excellence. Operational Accountabilities

  • Handle basic customer complaints and inquiries via email or phone and if required escalate to seniors in a timely and accurate manner in order to ensure customer experience is not affected.
  • Regularly monitoring of the KPI and escalate 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 crossing checking the SOP and if required check with seniors as well 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. Qualifications
  • High School Qualification with Minimum 1 year of job-related experience OR
  • Bachelor's Degree with no prior job-related experience
  • Worked in Ground Handling/Air Cargo Operations or Warehousing.
  • Customer Service Experience.
  • Excellent in both written and spoken English language.
  • Command over spoken and written Arabic, a distinctive factor.
  • Computer literate.
  • Team player.
  • Interpersonal expertise to all levels. 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.

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