Regional Cargo Customer Service Manager- Hong Kong

Regional Cargo Customer Service Manager- Hong Kong

Ref #

235520

Location

Hong Kong-Hong Kong

Job family

Cargo & Airport Operations

• Closing Date: 2026-09-16

We are recruiting for a Regional Cargo Customer Service Manager in Hong Kong .

The selected candidate will be responsible for end-to-end customer service performance, operational excellence, and service transformation across the assigned region. The role will ensure consistent service delivery, service quality, and revenue protection by managing regional customer service operations in line with global standards, while driving the transition from reactive query handling to proactive demand and flow management.

Accountabilities

• Lead regional implementation of the Cargo Customer Service Transformation strategy, driving change management, standardization, centralization, and continuous improvement initiatives.
• Manage service performance, customer experience, and service delivery across multiple stations within the region.
• Drive customer demand management and reduce avoidable customer contacts through effective query management, process optimization, and root cause resolution.
• Ensure compliance with Customer Service SOPs, policies, quality standards, and governance frameworks.
• Partner with Cargo Sales, Operations, Pricing, Inventory Management, Billing, and Digital teams to deliver seamless end-to-end customer excellence.
• Act as the regional escalation point for customer service issues, including key and strategic customers, while monitoring service, productivity, and quality performance.
• Lead, develop, and coach regional customer service teams, setting clear objectives and ensuring high standards of service delivery.

Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community. Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what’s never been done before. Together, everything is possible.

• Bachelor's Degree or equivalent with a minimum of 4 years of relevant experience, or High School/Vocational/Diploma qualification with a minimum of 5 years of job-related experience.
• Proven customer service leadership experience within the air cargo, airline, logistics, or service industry, preferably across multiple stations, countries, or regions.
• Strong understanding of cargo customer service operations, including reservations, quotations, customer care, claims, and booking‑to‑cash processes.
• Experience managing distributed teams and service delivery across multiple stations, with the ability to drive service levels, operational performance, quality standards, and KPI achievement.
• Experience leading customer service transformation, centralization, operating model change, process improvement, automation, or digital enablement initiatives.
• Strong analytical and problem‑solving skills, including experience using MIS, dashboards, and performance reporting to drive business decisions and sustainable solutions.
• Excellent communication, stakeholder management, coaching, and people leadership skills, with the ability to collaborate effectively across commercial and operational functions in a multicultural environment.

Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before.

So whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.