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Customer Service Champion

7 days ago

Doha, Baladīyat ad Dawḩah, Qatar Qatar Airways Full time

Responsibilities

  • Complex Issue Resolution: Handle escalated or complex customer incidents and provide advanced troubleshooting support.
  • Root Cause Analysis: Conduct root cause analysis for recurring issues and recommend long-term solutions.
  • Incident Reporting: Prepare detailed reports for high-impact incidents and share insights with stakeholders.
  • Lead the resolution of escalated shipment discrepancies or critical delays.
  • Ensure seamless coordination across teams to resolve time-sensitive customer issues.
  • Customer Escalations: Handle priority escalations and ensure a resolution plan is in place to maintain customer satisfaction.
  • System Enhancements: Collaborate with L2/L3 teams and stakeholders to propose and implement system improvements.

About You

  • Bachelor's degree or equivalent with minimum 3 years of job-related experience.
  • Has knowledge about air cargo customer experience.
  • EDI automation system and troubleshooting abilities.
  • Has experience in logistics in Operation or System support.
  • Has knowledge of cargo reservation/acceptance/handling processes.
  • Good command of English verbally and in writing.
  • Has knowledge about IATA/TACT regulations.
  • Excellent computer operating skills, and good presentation skills.