Senior Cargo Customer Service Agent

Qatar Airways; Ahmedabad District; On-site; INR 279,000 - 391,000; Part time

Job summary

Qatar Airways is seeking a Senior Cargo Customer Service Agent for a 6-month contract based in Ahmedabad, India. You will handle customer service in liaison with stakeholders, ensuring smooth cargo flow from acceptance to management of bookings and improving local station performance.

Responsibilities include coordinating with QR departments and customers, handling queries, and ensuring timely shipments, billing efficiency, and proper reservation allocation throughout the station.

Qualifications

• High school qualification with at least 2 years of relevant experience.
• Good command of English.
• Customer service and interpersonal skills.
• Knowledge of the Cargo Reservation and tracking system.
• Knowledge of the overall Cargo Operations and setup.
• You must have the legal rights to live and work in India to be considered for this role.

Responsibilities

• Ensure full compliance with safety and security regulations and procedures.
• Coordinate between QR departments, customers and third parties to ensure shipments are transferred, delivered on time and correctly prioritized.
• Identify needs and improve cargo sales and operational performance for the local station.
• Create awareness of QR Cargo products and services among customers and internal stakeholders.
• Coordinate service recovery measures and implement corrective actions with stakeholders.
• Record updates on backlog/ critical situations to avoid complaints from customers.
• Attend to all customer queries regarding cargo shipments.
• Assist in coordinating between IATA/ CASS and cargo offices for billing and settlement processes.
• Liaise between sales team and revenue management to ensure proper reservation allocation.
• Accept bookings for cargo sales and feed into cargo IT system per airline instructions.

Skills

Customer service

Interpersonal skills

English proficiency

Cargo operations knowledge

Cargo reservation system

Education

High school qualification

Tools

Cargo IT system

Job description

Job Summary

We are recruiting for Senior Cargo Customer Service Agent to join our team on a 6 months contract based in Ahmedabad, India.

The selected candidate will be involved in providing customer service functions in liaison with relevant stakeholders while contributing towards meeting and exceeding the set targets. Ensure the smooth operation flow of cargo through acceptance and management of booking. Identify the needs and improve customer service performance for the local station.

Responsibilities

• Ensure full compliance at all times with safety and security regulations and procedures as per host state and company requirements.
• Maintain a close coordination between QR departments, customers and third parties to ensure shipments are transferred, delivered on time and correct priority is given to shipments.
• Identify needs and improve cargo sales and operational performance for local station.
• Create awareness of QR Cargo Products and services among existing and potential customers, as well as internal stakeholders.
• Coordinate service recovery measures and implement corrective actions, when required, ensuring appropriate communication to relevant stakeholders.
• Record updates on backlog/ critical situations to avoid complaints from customers.
• Coordinate between QAS, QR and outstations on a shipment requiring special handling/ attention to ensure smooth movement of cargo, when required.
• Attend to all customer queries with regard to cargo shipments.
• Assist in facilitating coordination between IATA/ CASS and cargo offices within the station/ region to ensure efficiency in billing and settlement processes.
• Liaise between sales team members and revenue management to ensure each reservation is properly allocated per flight.
• Accept bookings for cargo sales and ensure they are properly fed into the cargo IT system according to airline instructions as per CSM.

Qualifications

• High school qualification with at least 2 years of relevant experience.
• Good command of English language.
• Customer service and interpersonal skills.
• Knowledge of the Cargo Reservation and tracking system.
• Knowledge of the overall Cargo Operations and set up.
• You must have the legal rights to live and work in India to be considered for this role.