Cargo Customer Service Agent

5d5 days ago

Etihad Airways

Shanghai, CN · Full-time · CNY 180,000 – CNY 280,000

About this role

It’s an exciting time to work for Etihad Airways, grown from a national carrier to a global aviation group, transforming the industry through creativity and innovation. You will oversee and monitor daily activities and provide guidance to resources within customer service and operational areas. Deliver excellent customer service in the most effective and timely manner to increase satisfaction and revenues.

Plan, update, and supervise daily assignment of activities to ensure smooth execution of operations in line with SLAs and quality standards. Coordinate execution of daily activities compliant with internal procedures and best practices to meet company standards. Liaise with internal and external teams to manage enquiries on time and completely.

Monitor and coordinate customer service activities for Premium guests to ensure high value customers enjoy best in class service. Manage performance of team and 3rd party providers to achieve operational KPIs according to SLAs. Plan, coordinate, and supervise special services and resolution of critical enquiries or complaints.

Collect, review, and consolidate indicators on daily operations to identify areas of improvement. Develop and update time schedules and shifts for smooth operations and compliance. Suggest improvements to procedures to increase efficiency and customer satisfaction while completing coaching sessions for team development.

Etihad Airways shapes the future of global aviation from Abu Dhabi hub. Join the “Journey 2030” ambition to double fleet, expand network, and grow people. Become part of a vision where the world is your workplace and extraordinary experiences take flight.

Requirements

Minimum Diploma or Bachelor’s degree or higher
Minimum of 2 years of work experience within relevant field
Experience in the Air Cargo / Freighter Airlines is a must
Exceptional written and verbal communication skills in English and Mandarin Chinese
Proficient in office suite (Excel, Word, PowerPoint)
Willingness to accept roster during weekends / holidays, work beyond standard hours, be on-call for urgent matters and travel as required
Ensure full data capture for all AWBs in the system

Responsibilities

Plan, update, and supervise daily assignment of activities to ensure smooth execution of operations in line with SLAs and quality standards
Coordinate execution of daily activities compliant with internal procedures and best practices to meet company standards
Liaise with internal and external teams to ensure enquiries are managed on time and completely
Monitor and coordinate customer service activities for Premium guests to ensure best in class service
Plan, coordinate, and supervise execution of special services and resolution of critical enquiries or complaints
Develop and update time schedules and shifts to ensure smooth operations and compliance
Manage performance of team and 3rd party providers to achieve operational KPIs according to SLAs
Collect, review, and consolidate indicators on daily operations to identify and suggest improvements

Benefits

Part of global aviation group transforming the industry
Drive to optimize commercial value while delivering exceptional products and services
Join “Journey 2030” to double fleet, expand network, and grow people
World is your workplace with extraordinary experiences