Lead Cargo Customer Relation Officer

1 week ago

Doha, Qatar Qatar Airways Full time

About the role:
- Work closely with Customer Services Manager in preparing manpower budget and assist in making major decisions concerning customer service activities.- Prepare KPI report analysis, Quality reports / statistics and update line manager for performance on daily basis.- Identify and develop service recovery methodologies to resolve customer issues.- Establish a professional and cordial relationship with internal and external customers to ensure credible and effective handling services. Handle customer issues on timely manner.- Monitor and take action for all customer complaints in coordination with internal customers.- Prepare and review work instruction in accordance with the operational process and system set-up.- Define new process applicable in Customer Services section. Identify resources required for process handling.- Design and develop standardized reporting and handling tool.- Prepare correspondence in response with customer complaint or memo.- Recommend and revise process handling accordingly to suitable procedures as required.- Work with all business units to resolve any issues, maintain key relationships and deal with sensitive issues.- Perform other department duties related to his/her position as directed by the Head of the Department.

This role is under the Cargo division of Qatar Aviation Services (QAS)

Qatar Aviation Services (QAS) is an award winning, premier ground handling organization whose global headquarter is at Hamad International Airport (HIA), the hub airport of Qatar Airways. QAS is certified in ISAGO, ISO 9001, RA3 (Regulated Agent) and is a member of the IATA Ground Handling Partnership, proactively participating in various IATA technical groups such as IATA Ground Operations Manual, Load Control & Messaging, Ground Service Equipment & Environment and Airside Safety Group.

QAS Cargo provides services like Import & Expert Handling, Special Cargo Handling and Cool Chain, for 34 Passenger and Cargo Airlines including Qatar Airways, handling more than 1.8 million tons annually at Hamad International Airport.

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

Qualifications

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

About you:
- High School Qualification / Vocational Qualification /Diploma or Equivalent (Type of Diploma Based on Role)- Minimum 5 years of Cargo Customer Services, Operations and Acceptance experience in supervisory/ managerial capacity- Experience in Air Cargo Operations/ Warehousing/ Freight Forwarding or Ground Handling industry- Experience of handling and/ training Dangerous Goods and Live Animals- Understanding of TACT rules and IATA regulations- Working knowledge of Cargo systems- Interpersonal expertise to all levels- Spoken Arabic- Analytical thinking- Can work with minimum supervision, unpredictable climatic conditions, shift patterned and long hours as required by operations, intense commitment to confidentiality- Ability to delegate work, set clear direction and manage workflow; Strong mentoring and coaching skills; Ability to train and develop subordinate's skills and foster teamwork among team members

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