- Closing date: 19-Sep-2025
We are recruiting for Senior Cargo Customer Service Agent based in Hanoi, Vietnam.
The selected candidate will be involved in providing customer service functions in liaison with relevant stakeholders while contributing towards meeting and exceeding the set targets. Ensure the smooth operation flow of cargo through acceptance and management of booking. Identify the needs and improve customer service performance for the local station.
Accountabilities
- Ensure full compliance at all times with safety and security regulations and procedures as per host state and company requirements.
- Maintain a close coordination between QR departments, customers and third parties to ensure shipments are transferred, delivered on time and correct priority is given to shipments.
- Identify needs and improve cargo sales and operational performance for local station.
- Create awareness of QR Cargo Products and services among existing and potential customers, as well as internal stakeholders.
- Coordinate service recovery measures and implement corrective actions, when required, ensuring appropriate communication to relevant stakeholders.
- Record updates on backlog/ critical situations to avoid complaints from customers.
- Coordinate between QAS, QR and outstations on a shipment requiring special handling/ attention to ensure smooth movement of cargo, when required.
- Attend to all customer queries with regard to cargo shipments.
- Assist in facilitating coordination between IATA/ CASS and cargo offices within the station/ region to ensure efficiency in billing and settlement processes.
- Liaise between sales team members and revenue management to ensure each reservation is properly allocated per flight.
- Accept bookings for cargo sales and ensure they are properly fed into the cargo IT system according to airline instructions as per CSM.
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 with at least 2 years of relevant experience.
- Good command of English language.
- Customer service and interpersonal skills.
- Knowledge of the Cargo Reservation and tracking system.
- Knowledge of the overall Cargo Operations and set up.
- You must have the legal rights to live and work in Vietnam 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.
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.
