Customer Service Agent Cargo - Shenzhen

Location: Shenzhen, China; onsite, full-time

Company

Global aviation group operating an international airline and cargo network from its hub in Abu Dhabi.

What you will do

• Plan, assign, update, and supervise daily customer service and cargo operational activities in line with SLAs and quality standards.
• Coordinate internal and external teams to resolve enquiries, complaints, and critical customer issues on time.
• Monitor premium customer service and coordinate special services for high-value cargo customers.
• Manage team and third-party provider performance against operational KPIs and SLAs.
• Review daily operational indicators, identify improvement areas, and implement more efficient procedures and best practices.
• Maintain complete system data capture for all AWBs and document coaching and development sessions.

Requirements

• Diploma in Business Administration, Logistics, Supply Chain Management, or a related 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.
• Availability for weekend and holiday rosters, work beyond standard hours, on-call urgent matters, and travel as required.

Culture & Benefits

• Work within a global aviation group focused on creativity, innovation, operational excellence, and customer service.
• Exposure to international cargo operations and teams across continents and cultures.
• Opportunity to contribute to operational improvements and commercial value creation.