The air cargo industry is in an accelerated phase of change and transformation. From digitalizing the end-to-end value chain, to fortifying a true e-commerce experience, to the launch of digital freight spanetplaces, and much more. As the world’s largest global air cargo carrier, Qatar Airways Cargo is leading this change.
To support our vision, we are looking for talents – the bold, the imaginative and the change-maker. All of who will support Qatar Airways Cargo’s position as a true leader in the air freight industry. If you want to make an impact, to grow your experience and to challenge your comfort zone, then join us at Qatar Airways Cargo and be part of our passionate team.
As the business expands, we are pleased to announce an incredibly exciting opportunity to be part of Qatar Airways Cargo’s Customer Experience Team in Doha as a Digital Support Analyst
Join the QR Cargo family and leave a span as part of the Customer Experience Team.
About the role
In this role, you will serve as a key escalation point for resolving complex system-related queries and issues. In addition to managing customer interactions and system configurations, this role oversees the delivery of high-quality customer service, mentor’s junior analysts, and drives continuous improvement initiatives. The Senior Analyst also ensures operational efficiency through enhanced tracking, reporting, and proactive problem resolution.
As part of your daily responsibilities, you will also:
- Handle escalated or complex customer incidents and provide advanced troubleshooting support.
- Conduct root cause analysis for recurring issues and recommend long-term solutions.
- Prepare detailed reports for high-impact incidents and share insights with stakeholders.
- Lead the resolution of escalated shipment discrepancies or critical delays.
- Ensure seamless coordination across teams to resolve time-sensitive customer issues.
- Handle priority escalations and ensure a resolution plan is in place to maintain customer satisfaction.
- Identify opportunities to preempt customer issues by analyzing historical trends and feedback.
- Perform more complex system configurations, such as workflow automation or integration setup with other tools.
- Collaborate with L2/L3 teams and stakeholders to propose and implement system improvements.
- Lead the testing of new system features, updates, or configurations to validate functionality and customer impact.
- Provide mentorship, training, and support to junior team members to enhance their skills and efficiency.
- Act as a subject matter expert (SME) for the team, ensuring knowledge is shared across the department.
- Monitor and ensure all escalations are resolved within SLA by L2/L3 teams.
- Monitor and report on team performance metrics, identifying gaps and improvement opportunities.
- Lead efforts to identify and address recurring incidents or service bottlenecks through data analysis.
- Create detailed reports on operational performance, SLA compliance, and customer satisfaction for senior leadership.
Be part of an extraordinary story
Your skills. Your imagination. Your ambition. At Qatar Airways, 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 and a world class airline.
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.