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Role Overview

The air cargo sector is rapidly evolving with digital transformation shaping every facet, from streamlining the complete value chain to enhancing e-commerce experiences and launching digital freight platforms. Qatar Airways, as the world’s largest global air cargo carrier, is at the forefront of this shift. We are seeking innovative and motivated individuals to join Qatar Airways Cargo’s Customer Experience Team in Doha as a Lead Customer Service Officer.

Key Duties

Lead and supervise a team addressing inquiries and issues from Qatar Airways Cargo clients, ensuring timely resolution to maintain business operations.
Collaborate with different cargo department units and Ground Handling Agents (GHA) to resolve problems by fostering strong internal and cross-functional communication.
Coordinate internally within Qatar Airways Cargo to guarantee that customer concerns are handled within defined service standards.
Ensure detailed recording of all customer escalations and their resolutions by the Cargo Customer Service Team.
Set objectives and priorities for the department or team aligning them with the broader business goals.
Commit to continuous personal development and expertise enhancement.
Adhere strictly to data protection guidelines for handling any information, limiting disclosures to what is necessary for business purposes.

Candidate Profile

Possess a Bachelor’s degree or an equivalent qualification coupled with a minimum of four years relevant work experience.
Experience managing back-office functions for digital and core customer service operations.
Familiarity with omni-channel strategies and Customer Relationship Management (CRM) systems.
Strong command of English, both written and verbal, with outstanding communication, leadership, analytical, and negotiation skills.
Understanding of the global air cargo industry is essential.
Proficient in MS Office applications at an advanced level.

About Qatar Airways Group

What started from a modest fleet of four aircraft has now blossomed into twelve distinct business divisions unified under Qatar Airways. Known for rapid growth, record-breaking achievements, and trend-setting initiatives, the company fosters a fearless culture eager to conquer unprecedented challenges. Each team member, whether customer-facing or behind the scenes, actively contributes to this compelling journey of success and determination. Joining Qatar Airways provides a platform to unleash potential without limits and be part of an international community.

Additional Information

Job reference: 235011
Location: Doha, Qatar
Job family: Cargo & Airport Operations
Application deadline: August 6, 2026
Employment type: Full-time, on-site

Lead Customer Service Officer