Team Leader

Responsibilities

• Lead, mentor, and supervise the Cargo Helpdesk team to ensure high performance and compliance with company SLAs (Service Level Agreements).
• Track, analyze, and present key performance metrics (SLA adherence, resolution rates, ticket volumes) to stakeholders.
• Monitor daily ticket workflows, case management, and operations to ensure timely resolution of cargo-related issues.
• Participate in 24/7 on-call standby to address urgent after-hours operational issues.
• Identify recurring cargo/system issues and propose proactive, long-term solutions.
• Continuously review and update helpdesk Standard Operating Procedures (SOPs) to enhance service quality and response efficiency.
• Serve as the primary point of contact for complex, high-priority escalations from clients.

Requirements

• Diploma or above level in any subjects.
• Minimum 3 years of work experience in cargo, freight forwarding, logistics, or airline cargo operations.
• A relentless focus on the end-user, with a deep understanding of how operational decisions impact customer perception and satisfaction.
• Strong critical thinking and decision-making skills to resolve high-stress operational emergencies.
• Willingness and capability to perform 24/7 standby duty and manage off-hour escalation calls.
• Customer-oriented with good communication skills in both spoken and written English and Chinese (includes Putonghua).
• Immediate available is highly preferred.