Lost & Found & Cargo Coordination Agent (Baggage Services)

About the role

We are looking for a dedicated Lost & Found & Cargo Coordination Agent to join our airport operations team. In this position you will manage lost, delayed, and damaged baggage cases, coordinate with airlines, cargo partners and airport stakeholders, and ensure timely recovery and delivery of baggage to passengers.

Key responsibilities

• Handle reports of lost, delayed, and damaged baggage.
• Create and manage baggage cases using WorldTracer.
• Coordinate with cargo and logistics companies for baggage shipments and recovery.
• Follow up on tracing activities until final resolution.
• Communicate case status and updates to passengers.
• Liaise with airlines, airports, cargo agents, and ground handling teams.
• Arrange baggage forwarding and shipment when required.
• Maintain accurate records and documentation for all cases.
• Investigate irregularities and escalate complex cases.
• Prepare operational reports and case updates.
• Ensure compliance with airline, airport, and cargo handling procedures.

Required profile

• Previous experience in baggage services, cargo operations, freight forwarding, airline or airport operations, or ground handling.
• Experience with a cargo, logistics, freight forwarding, or courier company is highly preferred.
• Strong customer service and communication skills.
• Good command of written and spoken English.
• Ability to work under pressure, manage multiple cases simultaneously and work rotating shifts, including weekends and public holidays.
• Bachelor's degree is preferred.

Required skills

• WorldTracer
• Microsoft Office applications