Cargo Customer Service Officer - Kuala Lumpur, Malaysia

Description

We are recruiting for Cargo Customer Service Officer for Kuala Lumpur, Malaysia.

The selected candidate will be involved in managing the customer experience for QR Cargo clients in all stations among the region. Provide best in class interaction with customers on queries and requests covering the broad range of customer needs. Manage and support the Customer Service Team to ensure QR Cargo core values of customer service are provided consistently every day thereby contributing daily to achieving and exceeding the annual revenue targets.

Accountabilities:

·        Establish clear procedures and benchmarks are in place and followed in terms of dealing with customers queries and requests.

·        Handle customer requirements / requests professionally on a daily basis and assist staff in resolving difficult issues / problems pertaining to customer service and cargo reservations.

·        Ensure staff are fully trained and well versed on the range of QR Cargo products and services and are comfortable to communicate and sell these to customers.

·        Interact closely on a daily basis with the sales team to actively support the commercial sales team to generate the highest possible revenue - whilst also ensuring utilization of available QR Cargo capacities is maximized daily.

·        Manage daily preparation of flight booking manifest including paper product prioritizing for all QR Cargo flights both freighters and passenger.

·        Interaction with the GHA organizations to ensure booked cargo is correctly built up taking into consideration all commercial, operational and technical requirements.

·        Deliver exceptional customer service while balancing customer, commercial and operational requirements.

·        Proactively manage customer inquiries, shipment exceptions, and service recovery activities.

·        Monitor service performance and contribute to achieving productivity, quality and SLA targets.

·        Identify recurring customer issues and support initiatives aimed at reducing avoidable demand and improving first-contact resolution.

·        Utilize operational data, reports, and dashboards to drive informed decision-making and improve customer outcomes.

·        Collaborate effectively with Sales, Operations, Pricing, Billing, Inventory Management, Ground Handling Agents, and Digital teams to resolve customer challenges and improve processes.

 ·      Demonstrate strong analytical thinking, problem-solving and stakeholder management skills in a fast-paced operational environment.

 ·      Support continuous improvement initiatives and contribute to enhancing customer journeys and overall customer satisfaction.

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

·        Relevant College or University qualification to min Bachelor's level with minimum 4 years of job-related experience

·        Detailed knowledge of Cargo spot cargo reservation system an asset.

·        Air Cargo industry experience.

·        Cargo reservations and booking management experience.

·        Experience to customer service performance reporting and KIP management.

·        Experience handling customer escalations and complaint resolution.

·        Strong data analysis and reporting capabilities using Excel, Power BI or similar analytical tools.

·        Experience working in a shared service Centre, airline, logistics, freight forwarding or customer operations environment.

·        Managerial skills - Ability to delegate work, set clear direction and manage workflow. Strong mentoring and coaching skills. Ability to train            and develop subordinate's skills. Ability to foster teamwork among team members.

You must have the legal rights to live and work in Malaysia to be considered for this role.

 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.