You will be responsible to provide quality service in accordance to customer requirements, ensuring safety, conduct quality audits, monitor and measure process against policies. Coordinate daily services effectively and efficiently as per company standard procedures. Responsible in handling all cargo Customer Care activities for Doha terminating and Joining related queries.
Supervise the Customer Care Team, ensuring adherence to policies for attendance and procedures.
Monitor inbound and outbound calls. Monitor the staff engagement time in hanlding calls. Monitor the KPI such call waiting and engament time with a caller. Staff guidance and performance feedback.
Anticipate escalation and take over calls when needed. Update the management for any issues and problems. Communicates important issues to the team and superiors in a timely manner and ensure subordinates are regularly updated on policies and procedures.
Attend promptly for both internal and external customer query. Handling complaints and help to solve customer/carrier problems by coordinating with concern section.
Coordinate with concern section for urgent/VIP shipment for smooth handling.
Liaises with other departments in terms of service request or handling information for the customers.
Responding to customer/carrier queries related to Doha terminating and joining shipments.
Prepare productivity and shift report.
Ensure that the work instructions and SOP are strictly followed. Ensure Airline standard procedures are followed and implemented.
Reviews procedures to ensure quality service and reduced complaints. Recommends improvements to work flow, internal procedures.
Perform other department duties and related to his/her position as directed by the 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
An ideal candidate will have:
High School Qualification / Vocational Qualification /Diploma or Equivalent (Type of Diploma Based on Role) with Minimum 3 years of job-related experience.
Bachelor’s Degree or Equivalent with Minimum 2 years of job-related experience
Command of English language
Computer and systems literate with through knowledge of MS office applications
Dangerous Goods / Live Animals handling awareness.
Ability to foster teamwork among team members.