Cargo Customer Service Manager

Job title

Cargo Customer Service Manager - Ahmedabad, India

Ref #

Location

India - Ahmedabad

Job family

Cargo & Airport Operations

• Closing date: 21-Aug-2025

We are recruiting for Cargo Customer Service Manager for Ahmedabad, India.
The selected candidate will be responsible for all service delivery aspects of the Cargo Customer Service. Manage service quality, service levels and revenue generation through teams by adhering to redefined set standards. Manage, coordinate, and implement policies and procedures through close monitoring of operations and sales results in order to establish the unit as a quality service provider, to enhance services and to generate income.

*Accountabilities: *

• Responsible for managing service levels of all customer service aspects of the Cargo Customer Service Centre, including reservations, ad-hoc quotation, import coordination, claims, and billing. Ensuring call quality and high level of customer service.
• Act as focal point for Customer Care department to ensure through investigation of customer complaints. Act as a point of escalation towards top tier customers (inside out and outside in) - and directly liaise with Global Key Account Mangers.
• Responsible for achieving all KPIs as outlined in the Regional Cargo Management KPI Scorecard.
• Manage, implement and monitor a Cargo Customer Service Strategy that puts to life the new Cargo Customer Segmentation on a national scale.
• Act as an interface towards Cargo Sales and Cargo Operations to ensure proper sales and after sales services.
• Ensure increase of profitability and booking to cash process by optimizing the touchpoints with Cargo billings.
• Implement new skills and new techniques geared towards operational and service excellence. Regularly interact with various stations to understand requirements and communicate feedback/solutions.
• Planning and executing debriefing sessions for all agents before the shift commences.
• Monitor adherence to all Cargo Customer Service SOP to ensure compliance and productive operation.
• Assisting the training team in developing recurrent training modules.
• Highlight performance strength/weaknesses to CCS Manager by preparing and analyzing performance report to derive corrective measures.
• Communicating existing and new policies to all CCS staff to avoid any misinformation and/or errors.
• Use the MIS reports to further analyze and improve on functioning.
• Ensure implementation of quality assurance system and maintain quality procedures in conjunction with Quality and Training Team.
• Ensure first call resolution, zero error and operational excellence.
• Perform other department duties related to his/her position as directed by the Head of the 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

Qualifications

• High school qualification/ Vocational Qualification/ Diploma or Equivalent with minimum 5 years of job-related experience
• Bachelor's Degree or Equivalent with minimum 4 years of job-related experience
• Excellent written and spoken English and local language
• Leadership skills
• Knowledge of air-cargo processes
• Managerial skills - Ability to delegate work, set clear direction and manage workflow. Strong mentoring and coaching skills. Ability to train and develop subordinate skills. Ability to foster teamwork among team members.

You must have the legal rights to live and work in India 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.

*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.