Senior Cargo Customer Service Agent – Shanghai

About the role

We are looking for a Senior Cargo Customer Service Agent to join Qatar Airways Cargo in Shanghai. The role involves handling import and export customer service activities, coordinating with ground handling agents, freight forwarders and internal teams to ensure timely and accurate shipment processing.

Key responsibilities

• Maintain compliance with safety and security regulations of the host state and company.
• Re‑consolidate booking requests from freight forwarders and direct customers and enter data into the booking system according to airline instructions.
• Coordinate with regional stations, ground handling agents and internal departments to ensure accurate booking information and high‑quality service.
• Support customers by liaising with customs, health authorities, Qatar Airways headquarters and other parties.
• Manage service recovery actions and irregularity codes to protect the customer experience.
• Distribute cargo‑related information to customers, customs and authorities and send official arrival notifications.
• Produce regular reports on customer experience and service performance.

Required profile

• Vocational, tertiary, trade or diploma/associate degree.
• Minimum three years of relevant experience in cargo or logistics customer service.
• Strong communication skills and computer literacy.
• Legal right to live and work in China.

Required skills