Team Leader

Job description

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.