Customer Service Agent – Cargo Operations (Shenzhen)

About the role

Etihad Airways is expanding its cargo customer service team in Shenzhen. As a Customer Service Agent – Cargo you will ensure premium guests receive seamless, high‑quality service while supporting daily operational activities and contributing to revenue growth.

Key responsibilities

• Plan, assign and supervise daily cargo service activities to meet SLA and quality standards.
• Coordinate with internal and external teams to ensure timely handling of enquiries and complaints.
• Monitor and support premium guest interactions, guaranteeing best‑in‑class service.
• Organise special services and resolve critical issues to satisfy customer needs.
• Develop shift schedules and ensure compliance with operational procedures.
• Manage performance of the team and any third‑party providers against KPIs.
• Collect, review and analyse operational indicators to identify improvement opportunities.
• Implement best practices, suggest procedural enhancements and track sales targets.
• Provide coaching, development sessions and continuous performance monitoring.
• Ensure full data capture for all Air Waybills (AWBs) in the system.

Required profile

• Diploma in Business Administration, Logistics, Supply Chain Management or a related field.
• Minimum 2 years of experience in customer service, cargo operations, logistics, freight forwarding or airline cargo.
• Excellent written and verbal communication in English and Mandarin Chinese.
• Willingness to work rostered weekends, holidays and be on‑call for urgent matters.
• Readiness to travel as required.

Required skills

• Proficiency with Microsoft Excel.
• Proficiency with Microsoft Word.
• Proficiency with Microsoft PowerPoint.