Team Leader - Cargo/ logistics Help desk (On call 24x7, Proficiency in English)

About the role Lead, mentor, and supervise the Cargo Helpdesk team to ensure high performance and compliance with company SLAs (Service Level Agreements). You will monitor daily ticket workflows, case management, and operations to ensure timely resolution of cargo-related issues, while serving as the primary point of contact for complex, high-priority escalations from clients. This role includes 24/7 on-call standby to address urgent after-hours operational issues. Key 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 About you 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 availability is highly preferred Benefits 14 days paid annual leave Birthday leave Mandatory Provident Fund (MPF) / ORSO contribution Family medical benefits and medical coverage Dental benefits Telecommunications and other product employee discounts Free use of company facilities Comprehensive in-service training and clear career advancement opportunities About us HKT Teleservices, a subsidiary of PCCW Limited and an operating entity since 1998, is a renowned leader in the business process outsourcing (BPO) industry. Our expertise encompasses a comprehensive range of voice and non-voice customer experience solutions. With a global presence, we operate 24-hour, multi-channel customer care centers in Hong Kong and Mainland China, including Guangzhou, Shanghai, Beijing, Chongqing, Yongchuan, and Xian. At HKT Teleservices, we specialize in providing innovative digital customer experience (CX) solutions. Leveraging cutting-edge technology and a highly skilled workforce, we offer support in multiple languages, covering over half of the world's population.