Lead Customer Service Officer

About the role

Qatar Airways Cargo is expanding its Customer Experience team in Doha and is looking for a Lead Customer Service Officer to supervise a team that handles client inquiries and issues across the air freight value chain.

Key responsibilities

• Supervise the customer service team to ensure timely resolution of client queries and problems.
• Liaise with cargo sub‑units and ground handling agents to build cross‑functional communication and resolve issues.
• Coordinate with internal Qatar Airways Cargo units to meet defined service level agreements.
• Capture all escalations and resolutions accurately within the Cargo Customer Service system.
• Set departmental objectives and priorities aligned with business goals.
• Maintain data‑protection compliance for all information handling.

Required profile

• Bachelor’s degree or equivalent.
• Minimum 4 years of experience in back‑office or digital customer service operations.
• Proven experience in omni‑channel service environments.
• Strong ability to develop internal relationships and drive resolution processes.
• Commitment to personal development and continuous learning.

Required skills

What we offer

• Opportunity to work for the world’s largest air cargo carrier.
• Dynamic, international work environment in Doha.
• Career growth within a fast‑moving, digitally focused organization.