Lead Customer Service Officer

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 Lead Customer Service Officer.About The Role As a Lead Customer Service Officer, you will be responsible for enhancing Qatar Airways Cargo Customer Service by supervising the team providing a single point of contact for customers, both internal and external by tracking and resolving the queries related to cargo activities. It is also responsible to lead the customer service team to ensure a positive customer experience is delivered and queries are resolved within stated service levels.As part of your role, your responsibilities will be inclusive of, but not limited to the following: Supervise the team to handle inquiries/problems encountered by Qatar Airways Cargo clients to ensure such queries and timely resolved to maintain business functionality.Liaise with relevant sub-units of cargo department and GHA to resolve the issues by building internal, cross functional relationships and communication structured to develop a resolution environment.Coordinate with internal Qatar Airways Cargo units to ensure customer queries are resolved within Qatar Airways Cargo stated service levels.Ensure all customer escalations and resolutions are accurately captured by Cargo Customer Service Team.Provide reports (weekly, monthly and quarterly) to the management to identify workload for an effective resource performance management.Develop relationships with customers beyond the required professional interaction. Develop customer trust and loyalty to Qatar Airways Cargo and ensure that global account customer queries are efficiently handled.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.Job Posting Jun 22, 2025, 2: 08: 00 PMAbout You Bachelor's degree or equivalent with minimum 5 years of job-related experience in Logistics and Air Transportation or related field.In-depth knowledge of air cargo customer service processes, cargo reservation handling and IATA/TACT regulations.Proven experience in people management within a fast paced and international environment.Strong stakeholder management skills with excellent communication abilities (both verbal and written)Advanced proficiency in MS Office tools (Excel, Word, Outlook) and data analysis platforms such as Power BI or similar systems Ability to multitask, manage high-pressure situations and adapt quickly to operational changes.Language requirements: Fluency in English is essential. French and Arabic language skills are highly preferred and will be considered a strong advantage.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 If you're ready to join a progressive team and have a challenging and rewarding career, then apply now by uploading your CV and completing our quick application form.