Lead cargo customer services agent

About The Role Qatar Aviation Services Cargo is recruiting for the Lead Cargo Customer Services Agent position.The role reports to and supports the Cargo Customer Services Supervisor in daily operations, coordinating services effectively and efficiently according to company standards. Responsibilities include preparing shift reports, task allocation, handling email correspondence, and managing phone calls related to shipments requiring special handling and approval.Responsibilities Oversee daily inventory of documents for RCF and NFD, ensuring proper storage and notification.Manage single window regularization and create cargo manifests for shipments with discrepancies to clear cargo.Handle email communications, reports, and feedback effectively, with knowledge of cargo operations and customer service procedures.Liaise with other departments for service requests and handling information, addressing internal and external customer needs.Conduct briefing and monitor counters related to collection of handling charges.Resolve customer complaints and inquiries promptly via email or phone.Maintain a database of customers, communications, and documents.Evaluate supporting documents for incoming shipments requiring special handling, both for import and export.Prepare notices for incoming cargo and IRP for uncollected shipments.Coordinate undelivered or discrepant shipments with airlines or origin stations.Monitor emails to ensure inquiries are answered promptly.Provide excellent customer service to enhance customer relationships.Ensure KPIs are met and SOPs are followed.Perform other related duties as assigned by the Department Head.Be part of an extraordinary story Your skills, imagination, and ambition have no limits here. We offer infinite opportunities to grow, work on rewarding challenges, and build your future within an international community. At Qatar Airways, the impossible is just a challenge. Join us to achieve what's never been done before.Job Posting Jun 23, 2025, 4: 01: 24 PMAbout You High School Qualification with 2 years of relevant experience or a Bachelor's degree with related experience.Experience in Ground Handling, Air Cargo Operations, or Warehouse.Knowledge of Dangerous Goods and Live Animals acceptance.Excellent spoken and written English skills.Arabic language skills are preferred.Strong customer service experience.Proficient in Microsoft Office tools.About Qatar Airways Group Our story began with four aircraft. Today, we excel across 12 diverse businesses, united as one. We have grown rapidly, setting trends and breaking records. We embrace challenges and innovate constantly. Join us to bring your ideas and passion to a place where your ambition is limitless and be part of a truly global community.