Senior Cargo Customer Service Agent
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Key skills for this role
About the Role
People Dynamics is seeking a Senior Cargo Customer Service Agent in Doha to provide high-quality customer service and operational support for cargo activities. The role involves cargo reservations, shipment movement, flight planning, and coordination with customers and stakeholders.
Key Skills for This Role
Responsibilities
- Ensure compliance with company, host country, safety, and security regulations related to cargo operations
- Coordinate with internal departments, customers, ground handling agents, and third party service providers for timely cargo transfer and delivery
- Monitor cargo movements and proactively address operational challenges
- Respond to customer inquiries regarding cargo bookings, shipment status, and service requests
- Process cargo booking requests and enter reservations into the cargo management system
- Coordinate with Revenue Management and Sales teams to optimize booking allocations
- Provide cargo rate quotations and assist customers with booking and forwarding requirements
- Prepare operational and service reports including flight departure and accounting updates
Requirements
- Bachelor's Degree or equivalent
- Minimum 1 year of relevant cargo, logistics, airline, or customer service experience
- IATA, UFTAA, or other aviation/cargo related certifications
- Knowledge of cargo reservation and shipment tracking systems
- Excellent customer service and interpersonal skills
- Strong verbal and written communication skills in English
Full Job Posting
Job Purpose
- The Cargo Customer Service Agent is responsible for providing high quality customer service and operational support for cargo activities.
- Ensures efficient cargo reservations, shipment movement, flight planning, and coordination with customers and stakeholders.
- Contributes to maximizing revenue opportunities, maintaining service excellence, and ensuring compliance with airline, safety, and regulatory standards.
Key Responsibilities
- Ensure full compliance with all company, host country, safety, and security regulations related to cargo operations.
- Coordinate closely with internal departments, customers, ground handling agents, and third party service providers to ensure timely transfer and delivery of cargo shipments.
- Monitor cargo movements and proactively address operational challenges to maintain service standards.
- Support initiatives aimed at improving cargo sales performance and operational efficiency at the station.
- Distribute operational updates, notifications, and service information to relevant internal and external stakeholders.
- Promote awareness of cargo products and services among customers and internal teams.
- Perform additional duties assigned by management as required.
- Respond promptly and professionally to customer inquiries regarding cargo bookings, shipment status, and service requests.
- Coordinate service recovery actions and corrective measures when disruptions occur.
- Monitor backlog and critical shipment situations and provide timely updates to minimize customer complaints.
- Coordinate with operational teams and outstations for shipments requiring special handling or priority attention.
- Assist in resolving shipment verification, finance reconciliation, and compliance related queries.
Qualifications & Experience
- Bachelor's Degree or equivalent with a minimum of 1 year of relevant cargo, logistics, airline, or customer service experience.
- IATA, UFTAA, or other aviation/cargo related certifications.
- Experience within airline cargo operations, freight forwarding, logistics, or ground handling services.
- Knowledge of cargo reservation and shipment tracking systems.
- Understanding of airline cargo operations and logistics processes.
- Familiarity with cargo documentation, billing, and settlement procedures.
- Excellent customer service and interpersonal skills.
- Strong verbal and written communication skills in English.
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