Lead Special Product Customer Services Officer
Qatar Airways
Middle East, Qatar, Doha
منذ 23 ساعات

About Your Job :

You will be the central authority to lead and supervise the special products team and will have overall responsible for performance and delivery of the department.

You will provide a single point of contact for customers, both internal and external to track and resolve queries related to cargo special products activities.

You will be responsible for creating a platform that allows a process of continuous review and identify improvements by streamlining existing process to improve the service expectation of customers.

This will also include keeping track of changing customer requirements to make recommendations to the management for product and process improvements.

In this role your primary function would be to identify and coordinate best practices that will improve the service expectation of customers and ensure all escalations received for the assigned area are resolved as per agreed time frame.

Working alongside with other stakeholders (QR Pharma, QR Fresh and QR Live) in the organization, you are expected to identify the needs and requirements and create awareness of the support available to facilitate their requirement that falls under special products focus, improve working practices and ultimately increase efficiency and effectiveness, therefore reducing unwanted and increasing standards of service delivery.

You will develop relationships with customers beyond the required professional interaction, including customer’s trust and loyalty to Qatar Airways Cargo and ensure that timely and accurate information is communicated to all relevant parties.

Management duties are to develop and manage SLA’s with key stakeholders and to effectively supervise and lead the team with clear objectives and goals on a daily basis and to train and develop your team to provide a high standard of service delivery.

About You :

To be eligible for this role you must be a graduate or equivalent level, with a minimum of 5 years relevant experience in the air freight industry or customer service role managing special products.

You would be required to have an understanding of the IATA Cargo Handling, Air Cargo Operations Management and DGR regulations and must possess a strong decisive and collaborative leadership style.

Knowledge of relevant key industry players / business strategies, industry trends and airfreight products are an essential requirement for the job.

You must possess strong leadership, negotiation and interpersonal skills and a good command of written and spoken English is a must.

You will also have good planning skills, be exceptionally organized and proven influential and consultative approach, solution focus, and strong negotiation skills will be paramount.

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