Global Customer Service Officer

Job title
- Global Customer Service Officer
- Ref #
- 222787
- Location
- Qatar - Doha
- Job family
- Cargo & Airport Operations
- Closing date: 06-Jul-2025

The air cargo industry is entering an accelerated phase of change and transformation. From digitalizing the end-to-end value chain, to fortifying a true e-commerce experience, to the launch of digital freight marketplaces, and much more. As the world’s largest global air cargo carrier, Qatar Airways is leading this change. To support our vision, we are looking for talents - the bold, the imaginative and the change-maker. All of who will support Qatar Airways Cargo’s position as a true leader in the air freight industry. If you want to make an impact, to grow your experience and to challenge your comfort zone, then join us at Qatar Airways Cargo and be part of our passionate team.

As the business expands, we are pleased to announce an incredibly exciting opportunity to be part of Qatar Airways Digital’s Team in Doha as a Global Customer Service Officer.

**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.
- 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.

**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 you**
- Bachelor’s degree or equivalent with minimum 3 years of job-related experience.
- Has knowledge about air cargo customer experience.
- 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.

**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.

**How to apply**

**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 commun