Customer Service Team Leader – Join Our Talent Pool

Qatar Airways; Doha; On-site; QAR 100,000 - 145,000; Full time

Job summary

Qatar Airways is seeking a Customer Service Team Leader in Doha to ensure accurate and safe loading of aircraft cargo and catering per GLP and safety standards. You will lead a team, coordinate with multiple departments, and hand over signed-off documentation to cabin crew for on-time flights.

The role requires strong English communication, knowledge of GLP, and ability to work under pressure in a fast-paced environment, with focus on safety and customer service.

Qualifications

• High School Qualification with minimum 2 years of job-related experience or
• Bachelor’s Degree or Equivalent with minimum 1 year of job-related experience.

Responsibilities

• Ensure on-time dispatching of allocated flights per airline specs and GLP.
• Check issued Tablet/Radio/PPE and Temperature Probe Gun for safety.
• Document food temperature on Critical Control Point forms using a calibrated probe gun.
• Prepare, load and dispatch flights with complete catering setup per QCATS or OAL requirements.
• Hand over and sign-off to Cabin Crew with proper documentation and explain non-standard items.
• Manage ramps safety and marshalling of High Loaders; supervise CS Agents/Loading staff on airside.
• Suggest training programs for staff and provide timely feedback.
• Coordinate with seniors during emergencies or operational irregularities.

Skills

English communication

Time management

Customer service

Food safety knowledge

Galley loading plan knowledge

Flexibility

Under pressure

Aircraft types knowledge

Education

High School Diploma

Bachelor’s Degree

Tools

Microsoft Word

Excel

PowerPoint

Outlook

Job description

General Information

Ref # 260000C5

Location: Qatar-Doha

Job family: Cargo & Airport Operations

Closing Date: 2026-09-17

Description

As a Customer Service Team Leader, you will be responsible for ensuring accurate and safe loading of Aircraft, as per the Food safety Standard and the Galley Loading Plan (GLP). Responsible to load the High Loader/Aircraft as per the Agreed Time Frame, and handover/sign-off the Catering/Bond/Equipment (and Duty-free where applicable) as per customer Specification and Documentation. Responsible for the Catering services provided in the High Loader/Aircraft as per Customer Specifications and in accordance of Safety Regulations implemented by the Airport Authorities.

Accountabilities

• Ensure on time dispatching of Allocated Flights as per Airline Specifications/GLP and Food Safety Standard and as per the Airport Safety Regulations/Standards.
• Responsible for checking and safe guarding of issued Tablet/Radio/Personal Protective Equipment (PPE) and Temperature Probe Gun.
• Document food temperature on Critical Control Point form for each flight as per Food Safety Standard by using calibrated Probe Gun, and also in the event of a Technical/Delayed or Re-scheduled flight.
• Responsible to prepare, load and dispatch all assigned flights with full and complete set-up of catering services as per Qatar Airways Catering System load (QCATS) or Other Airlines’ (OAL) requirement for Passengers and Crew by coordinating with other QACC departments, Bond Stores department and Duty-Free department (where applicable).
• Responsible for appropriate handover and sign-off to Cabin Crew on board with proper documentation and ensuring that any non-standard items are located, identified and explained to the satisfaction of the crew.
• Handle Complex/Long Haul/VIP/Charter Flights, as and when required by the operations.
• Adhere to Ramp Safety and Marshalling of High Loaders while performing duties Airside.
• Responsible to manage Customer Service Agents/Loading Assistants I&II/Equipment Operators on Airside.
• Suggest training programs for all new and existing staff and provide timely feedback.
• Review and Ensure all customer requirements are followed and maintained at the highest level.
• Provide prompt information to Duty Supervisors for their immediate action/decision.
• Coordinate with all concerned seniors on duty inside and outside the Organization in case of any Emergency and/or Operational Irregularities.
• Perform other department duties related to his/her position as directed by the Head of 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.

Qualification

High School Qualification with minimum 2 years of job-related experience OR Bachelor’s Degree or Equivalent with minimum 1 years of job-related experience.

Job Specific Skills

• Excellent Communication in English (spoken and written)
• Computer literate (Email, Microsoft Word, Excel, PowerPoint, Outlook)
• Good knowledge of Food Safety and Airside Safety
• Time Management Skills
• Flexible in working hours and ability to work under pressure
• Good knowledge of Galley Loading Plan (GLP), Menu Specifications, Load Matrix, and Menu Cycles
• Familiar with various aircraft types in terms of onboard galley layout and loading restrictions
• Customer Service experience, ideally in a direct customer facing role

Preferred

• Ability to speak Arabic
• Trouble shooting knowledge of Hydralics vehicles

Disclaimer:

This advertisement reflects a current recruitment requirement of Qatar Airways Group. Qatar Airways Group reserves the right, at any time, to amend, suspend, withdraw, or otherwise modify this recruitment process, including converting the vacancy into a talent pipeline for current or future hiring requirements. This advertisement does not constitute an offer of employment or a commitment to recruit.

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.