Customer Services📣 إعلان

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	نوع العقد	دوام كامل
	طبيعة الوظيفة	بالموقع
	الموقع	الدمام

وصف الوظيفة

About CMA CGM

CMA CGM, Saudi Arabia, is comprised of industry professionals dedicated to providing customers with high-quality transport services. The organization is expanding and is seeking a Customer Service Officer to join its team in Dammam, Eastern region.

Role Summary

The Customer Service Officer will serve as a primary point of contact for customer inquiries and manage cases throughout their lifecycle. This full-time role requires 2-5 years of experience and involves coordinating with internal teams, handling complaints, and ensuring timely resolutions for various types of shipments.

Advanced Desk Responsibilities

Act as the single-entry point for all customer care queries.
Maintain full case ownership from initiation to resolution, without forwarding to other departments.
Respond to customer calls, cases, and chats within established SLA timelines.
Professionally and efficiently handle complaints and shipment disruptions.
Coordinate with internal teams to ensure timely resolution of issues.
Communicate operational updates to customers, including vessel delays and rollovers.
Follow up on customer KPIs such as FCRR, TAT, and NPS.
Conduct regular meetings with customers to drive continuous improvement initiatives.
Identify and promote value-added services (VAS) like Carrier Haulage or VGM.

Standard Desk Responsibilities

Manage all cases based on the FIFO (First In – First Out) principle.
Promote and guide customers through the digital journey to enhance efficiency.

Special Desk Responsibilities

Handle Direct Delivery and Breakbulk shipments.
Execute and follow up on delivery processes.
Manage tailored solutions for special cargo and commodities.
Meet regularly with customers to review business needs.
Act as the setup point for special exceptions, such as fruit or cross-sell items.