Customer Service Agent - Ho Chi Minh

Etihad Aviation Group
Vietnam
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 2+ yearsSkills: ["Customer service","Communication","Problem-solving"]

Represent and deliver high-quality service to Etihad Guest programme members by efficiently processing member card fulfilments and enrolments. Handle incoming customer communications across shared mailboxes, phone, and cargo-related systems, coordinating cargo operations with internal and external stakeholders to meet service levels and KPIs. Monitor bookings and loading plans, proactively update shipments, resolve issues and complaints, process cargo requests, and support invoicing and billing queries while ensuring compliance with safety, security, customs, and regulatory requirements.

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Etihad Aviation Group
Etihad Aviation Group
1 month ago

Customer Service Agent - Ho Chi Minh

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

Job Summary

Represent and deliver high-quality service to Etihad Guest programme members by efficiently processing member card fulfilments and enrolments. Handle incoming customer communications across shared mailboxes, phone, and cargo-related systems, coordinating cargo operations with internal and external stakeholders to meet service levels and KPIs. Monitor bookings and loading plans, proactively update shipments, resolve issues and complaints, process cargo requests, and support invoicing and billing queries while ensuring compliance with safety, security, customs, and regulatory requirements.
Location: Vietnam
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Manage incoming customer communications via shared mailboxes, phone calls, and relevant systems for cargo bookings, shipment status, and documentation.
  • •Coordinate daily air cargo operations with Sales, Accountants, Operations, Ground Handling Agents, and Freight Forwarders to achieve agreed service levels and operational KPIs.
  • •Monitor cargo bookings and the daily loading plan; provide proactive shipment updates and resolve service issues, delays, discrepancies, and customer complaints.
  • •Process customer requests for cargo reservations, shipment amendments, air waybill inquiries, tracking requests, claims, and special handling while following company policies and regulatory requirements.
  • •Maintain accurate shipment records and coordinate with Finance on invoice queries, billing discrepancies, and payment-related matters.

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.
  • •Intermediate proficiency in MS Office, especially Excel.
Experience:2+ years
Education:
Skills:Customer serviceCommunicationProblem-solving
Languages:English (UK)
Tech Stack:MS OfficeExcel

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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