Customer Services📣 Job Ad

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.

Experience and Work Type

This full-time position requires 2-5 years of relevant experience. The salary for this role will be disclosed during the hiring process.