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Junior Operations and Customer Support Administrator – China

Job Summary:

Blue Ribbon Bags (BRB) is seeking a motivated and detail-oriented Junior Operations and Customer Support Administrator to support our baggage tracking operations in China. The ideal candidate will monitor mishandled baggage reports, update case statuses, communicate with relevant teams, and assist with general support and onboarding tasks. This is an entry-level role for someone eager to grow within a global travel support environment, combining operational tracking, customer interaction, and administrative support.

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Key Responsibilities:

Mishandled Baggage Tracking

• Monitor incoming mishandled baggage reports via the admin system.

• Track each case from report to resolution, updating status in real time.

• Ensure timely follow-ups and escalate delays or irregularities to the appropriate teams.

• Coordinate with airline contacts and BRB partners to collect updates and ensure accuracy of case data.

System Operations

• Regularly access the admin interface to check for new cases and monitor overall service health.

• Assist in creating and updating Excel reports on baggage case volumes, timelines, and resolution rates.

• Flag any data inconsistencies or system issues to the technical team.

Customer Service Support

• Respond to customer inquiries regarding the status of their baggage cases, under supervision.

• Maintain clear, empathetic communication with customers through email or phone.

• Log interactions and ensure timely resolution or handoff to senior support when needed.

Joiner Role (Onboarding Assistance)

• Help onboard new local staff by preparing system access, documentation, and walkthroughs of the baggage tracking process.

• Support HR/IT coordination by preparing onboarding checklists and user access guides.

Data Compliance and Documentation

• Ensure proper handling of Personally Identifiable Information (PII) in compliance with Chinese regulations.

• Document all data sharing and case updates according to internal policies.

Team Coordination and Communication

• Communicate updates and issues to local supervisors and international teams.

• Participate in regular team meetings and assist with basic task reporting.

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Requirements:

Skills and Experience

• 1–2 years of experience in customer service, operations, or administrative roles.

• Familiarity with tracking tools, help desk systems, or customer service platforms is a plus.

• Basic Excel skills for updating reports and organizing case data.

• Strong attention to detail and ability to follow structured processes.

Communication

• Proficiency in both Chinese and English (spoken and written).

• Strong interpersonal and communication skills with a customer-first attitude.

Learning and Compliance

• Willingness to learn about aviation logistics, data privacy rules, and internal tools.

• Ability to follow guidelines when handling sensitive data and customer information.

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Working Conditions:

• Location: Based in China (office-based role).

• Work Hours: Standard office hours, with occasional flexibility for urgent updates or support needs.

• Support: Training provided by senior staff and international team members.