Customer Service Agent – Cargo (Shenzhen)

About the role

Etihad Airways is seeking a proactive Customer Service Agent for its cargo operations in Shenzhen. You will lead daily activities, coordinate with internal and external teams, and ensure premium guests receive top‑class service while supporting the airline’s commercial goals.

Key responsibilities

• Plan, update and supervise daily task assignments to meet SLAs and quality standards.
• Coordinate execution of activities, ensuring compliance with internal procedures and best practices.
• Liaise with internal and external teams to handle enquiries promptly and completely.
• Monitor and coordinate premium‑guest service to maintain high‑value customer satisfaction.
• Supervise special services and resolve critical enquiries or complaints.
• Develop and adjust work schedules and shifts for smooth operations.
• Manage team and third‑party performance to achieve operational KPIs.
• Collect, review and consolidate daily operation indicators, suggesting improvements.
• Implement best practices across operations and propose procedural enhancements.
• Report on team performance and conduct coaching sessions.
• Ensure full data capture for all Air Waybills in the system.

Required profile

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

Required skills

• Excel
• Word
• PowerPoint