Customer Services📣 Job Ad

About CMA CGM

CMA CGM, Saudi Arabia, is composed 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 Overview

The Customer Service Officer will manage various customer care functions across different desks, ensuring efficient service delivery and customer satisfaction. This full-time role requires 2-5 years of experience in a relevant field.

Advanced Desk Responsibilities

• Serve as the single entry point for all customer care queries.
• Manage full case ownership throughout the entire lifecycle without forwarding to other departments.
• Respond to customer calls, cases, and chats within established 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 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 and Special Desk Functions

• Manage all cases based on the FIFO (First In – First Out) principle.
• Promote and guide customers through the digital journey for an efficient experience.
• 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 a setup point for special exceptions, such as fruit or cross-sell.

Required Experience

Candidates should possess 2-5 years of experience in a customer service role, preferably within the shipping or logistics industry.

Application Process

Interested candidates are encouraged to apply for this full-time position.