Customer Service Officer

About the Role

CMA CGM is seeking a Customer Service Officer to join their team in Makkah, with locations in Jeddah and Makkah. This full-time role is responsible for managing customer inquiries, resolving complaints, and ensuring high levels of customer satisfaction throughout the shipping process. The position requires 2-5 years of relevant experience.

Role Overview

The Customer Service Officer collaborates with internal teams to ensure timely case resolution, communicate shipment updates, and optimize service delivery. The role focuses on leveraging communication and problem-solving skills to enhance customer experience, monitor key performance indicators, and support continuous process improvement initiatives.

Advanced Desk Responsibilities

• Serve as the single-entry point for all customer care queries.
• Maintain full case ownership throughout the entire lifecycle, without forwarding to other departments.
• Respond to customer calls, cases, and chats within defined Service Level Agreement (SLA) timelines.
• Handle complaints and shipment disruptions professionally and efficiently.
• Coordinate with internal teams to ensure timely resolution of issues.
• Communicate operational updates to customers, including vessel delays and rollovers.
• Follow up on customer Key Performance Indicators (KPIs) such as FCRR, TAT, and NPS.
• Conduct regular meetings with customers to drive continuous improvement.
• Identify and promote value-added services (VAS) like Carrier Haulage or VGM.

Standard Desk Responsibilities

• Manage all cases based on the First In – First Out (FIFO) principle.
• Promote and guide customers through the digital journey for an efficient experience.

Special Desk Responsibilities

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

Qualifications and Experience

• 2-5 years of experience in a customer service role, preferably within the shipping or logistics industry.
• Demonstrated strong communication and problem-solving skills.
• Ability to collaborate effectively with internal teams.
• Proficiency in monitoring key performance indicators.