We are pleased to announce an incredibly exciting opportunity to join our Etihad Cargo team in Shanghai as Customer Service Agent.

As a Cargo Customer Service Agent, you will receive and process routine customer requests, enquiries and address complaints by providing excellent customer service, to increase customer satisfaction and exploit eventual sales opportunities to increase revenues. Administer reservations, AWBs and provide post sales support.

  • Answering customer inquiry by email or phone, administer reservations in SPRINT in accordance with cargo service manual (CSM)
  • Provide any required duties and functions under Block Space Agreement/CPA
  • Perform full data capture for all AWBs and mail transactions in accordance with the service levels
  • Prepare cargo loading plan by optimize capacity on each flight to attain the highest possible level of revenue
  • Provide post-sales support to customers on all air transportation service shipments including access to Etihad customer resolution support
  • Communication with GHA in conjunction with EY handling team 
  • Distribute and control AWB stock to cargo agents and in accordance with EY finance team. Order additional AWBs pursuant to EY procedure 
  • Promptly record all booking irregularities in EY IT system
  • Receive, process, and respond to daily enquiries on a wide range of services by providing timely and high quality support to internal / external customers to meet their requirement
  • Receive and analyse complaints to ensure they are solved or addressed in the most effective manner
  • Support customers on a wide range of generic services following established policies and procedure to ensure customer needs are met in the most effective manner
  • Coordinate and escalate complex or specialized enquiries to responsible teams to ensure ad hoc support is provided
  • Work closely with supervisors to improve the execution of assigned activities
  • Track major customer complaints and report key issues to supervising colleagues
  • Interact with internal teams to ensure consistent and reliable customer service
  • Provide customers with dedicated support according to policies and procedures to ensure compliance to regulations and risks mitigation
  • Identify and highlight potential areas of improvement to support continuous improvement of service and/or operations
  • Proactively perform a wide range of assigned and emerging activities to ensure compliance with the established standards and procedures and high level of customer service





  • Minimum High School certification or anything above
  • At least 2 or more years of work experience within Cargo customer service, reservations, sales administration, post sales support, load planning, AWB Handling, .
  • Good communication and adminstrative skills including data entry, emails, documentation.
  • Willingness to work in a shift environment
  • Experience with MS Office and cargo related systems.





About Etihad Airways

Etihad Airways, the national airline of the UAE, was formed in 2003 to bring “Abu Dhabi to the World”. Over the years, we have grown into Etihad Aviation Group, a diversified global aviation and travel company, which is one of the world’s most acclaimed industry brands.

Our airline flies to over 84 destinations with a fleet of over 100 Airbus and Boeing aircraft, serving 18.6 million passengers a year and carrying 682,000 tonnes of cargo in 2018.