Senior Customer Service & Operations Agent

ECS Group is the largest integrated General Sales and Service Agent (GSSA) in the world.

We have 173 offices spanning more than 52 countries. More than 1800+ people achieving the highest in performance, facing great challenges and going beyond personal limits. For many decades, we have been working tirelessly to offer our principals and customer forwarders with competitive services of the highest quality.

Knowledge, skills and abilities

• Proven customer service and interpersonal skills

• Advanced computer skills (MS Office)

• Proficient with spoken & written English

Education and experience

• Preferably 5 years experience in airline cargo, logistics or freight forwarding industry

• Dangerous Goods Certification (desirable)

Key Responsibilities

• Handle reservations and customer service for cargo movement, Airway bill verification.

• Conduct tele sales to support business development and client engagement.

• File IGMs (Import General Manifests) accurately and in a timely manner.

• Coordinate with the pax team to ensure smooth cargo upliftment.

• Collect and verify segregated copies for import cargo from relevant departments.

• Follow up on import inward dates to streamline clearance and delivery processes.

• Prepare and assist in flight planning for cargo scheduling and capacity management.

• Track and manage station pallet shortages, ensuring timely resolution.

• Trace shipments and coordinate with stakeholders to provide updates and resolve issues.

• Issue Delivery Orders promptly for cleared shipments.

• Liaise with customs, freight forwarders, ground handlers, and internal departments for operational efficiency.

Profile

• 1-3 years of relevant work experience in cargo operations, logistics, or aviation.

• Strong communication and customer service skills.

• Working knowledge of import/export documentation, IGM filing, and cargo tracking.

• Ability to multitask and coordinate with various internal and external teams.

Familiarity with MS Office and basic operational software tools Cargo spot etc