Cargo Customer Services Supervisor

About the role:
Provides quality service in accordance to customer requirements, ensuring safety, conduct quality audits, monitor and measure process against policies. Take actions for continual improvement operations for ensuring smooth running of the day to day operations of Cargo Customer Services activities. Ensure QAS Cargo provides total customer satisfaction with service quality excellence consistency.
- Overall supervision on operational and administration activities for Customer Service - Import & Export.
- Initiate and/ or review procedures to ensure quality service both for internal and external customers.
- Establish and maintain work standards for quality and quantity of work with an emphasis on good customer service and reduced complaints.
- Recommend desired changes requested by customers with proper justification in order to contribute continuously in improving QAS cargo service levels to better heights.
- Recommend improvements to work flow, internal procedures, or forms design and usage.
- Ensure Airline standard procedures are followed and implemented for compliance.
- Liaise with other departments in terms of service request or handling instruction from customers.
- Handle inquiries/ problems encountered by the QR/ Other Airline Cargo Clients and liaise with the necessary relevant sub units of the cargo department and communicate clearly with clients of QR/ Other Airline in terms of Operational Deficiencies.
- Create maximum awareness of QR/ Other Airlines Cargo products and services to customers who request such information.
- Provide management with any market intelligence on the strengths, weaknesses, threats and opportunities of QR/Other airlines with regards to services and Operations.
- 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:

- Minimum 2 years of Air Cargo Handling/ Freight Handling experience
- Ground Handling/ Air Cargo Operations/ Warehousing industry experience is desirable
- Familiar with acceptance of Dangerous Goods/ Live Animals
- Customer Service Experience with excellent spoken and written English language
- Command over spoken and written Arabic is a distinctive factor
- Can work with minimum supervision, unpredictable climatic conditions, shift patterned and long hours as required by operations while adhering to intense commitment to confidentiality