Customer Service Agent Cargo - Shenzhen

Location: Shenzhen, China; onsite role with weekend, holiday, extended-hours, on-call, and travel requirements

Company

hirify.global is the UAE’s national airline, operating a global aviation network from its hub in Abu Dhabi.

What you will do

• Plan, update, and supervise daily cargo customer service activities, assignments, schedules, and shifts.
• Coordinate internal and external teams to ensure enquiries, special services, and critical complaints are handled on time.
• Monitor service for Premium guests and manage performance against SLAs, quality standards, and operational KPIs.
• Collect and consolidate daily operating indicators, identify improvement areas, and implement best practices.
• Coach and develop team members while monitoring and reporting performance.
• Ensure complete data capture for all AWBs in the system.

Requirements

• Diploma in Business Administration, Logistics, Supply Chain Management, or a relevant field.
• At least 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 Excel, Word, and PowerPoint.
• Willingness to work rostered weekends and holidays, beyond standard hours, on-call for urgent matters, and travel as required.

Culture & Benefits

• Work within a global aviation group focused on innovation, service quality, and operational excellence.
• Opportunity to contribute to Etihad Cargo’s customer service and operational performance.
• Work with internal teams and third-party service providers across international aviation operations.

Hiring process

• Interviews are conducted face-to-face or via video or telephone before any formal offer.