Customer Service Agent Cargo - Shenzhen

Etihad Aviation Group
Shenzhen
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 2+ yearsEducation: certificationSkills: []

Oversee and monitor daily cargo customer service activities to ensure smooth execution of operations aligned with SLAs, quality standards, and internal procedures. Coordinate with internal and external teams to manage enquiries on time and fully, including premium guest support and resolution of critical complaints. Develop schedules and shifts, track KPIs and operational indicators, coach team members, and ensure complete AWB data capture in the system.

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Etihad Aviation Group
Etihad Aviation Group
1 month ago

Customer Service Agent Cargo - Shenzhen

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Source: Company careers pageValidated by: Fursa AI
Last checked: 16 hours agoStatus: Live

Job Summary

Oversee and monitor daily cargo customer service activities to ensure smooth execution of operations aligned with SLAs, quality standards, and internal procedures. Coordinate with internal and external teams to manage enquiries on time and fully, including premium guest support and resolution of critical complaints. Develop schedules and shifts, track KPIs and operational indicators, coach team members, and ensure complete AWB data capture in the system.
Location: Shenzhen
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Plan, update, and supervise daily assignment of activities to ensure smooth operations in line with SLAs and quality standards.
  • •Coordinate execution of daily activities to ensure compliance with internal procedures and best practices.
  • •Liaise with internal and external teams to ensure enquiries are managed on time and in a complete manner.
  • •Monitor and coordinate customer service activities for Premium guests, and plan/coordinate special services and resolution of critical enquiries or complaints.
  • •Develop and update schedules and shifts; manage team and 3rd-party providers (if relevant); track operational KPIs and indicators to identify improvements and ensure full AWB data capture.
Travel: Medium travel

Key Requirements

  • •Minimum Diploma in Business Administration, Logistics, Supply Chain Management, or a relevant field.
  • •Minimum 2 years of experience in customer service, cargo operations, logistics, freight forwarding, or airline cargo services.
  • •Exceptional written and verbal communication skills in English and Mandarin Chinese.
  • •Proficiency in office suite tools (Excel, Word, PowerPoint).
  • •Willingness to accept rostered work during weekends/holidays, work beyond standard hours, be on-call for urgent matters, and travel as required.
Experience:2+ yearsLogisticsFreight forwardingAirline cargoCustomer service
Education:Certification / Diploma
Languages:EnglishMandarin Chinese
Tech Stack:ExcelWordPowerPointAWBs

Company Brief

Etihad Aviation Group
Etihad Aviation Group (Etihad Airways) is the national airline of the UAE, operating passenger and cargo services worldwide from Abu Dhabi and providing aviation-related services across hospitality, maintenance and cargo sectors.
Industry: Airlines
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Funding: Government Funded
Headquarters: Abu Dhabi, United Arab Emirates
Founded: 2003
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