Customer Service Officer📣 Job Ad

About the Customer Service Officer Role

CMA CGM in Saudi Arabia is seeking a motivated Customer Service Officer to join its expanding team. This role is based in the Makkah Region, serving customers in Jeddah and Makkah. The successful candidate will contribute to providing high-quality transport services and exceptional customer support within a challenging and fast-growing organization.

Core Responsibilities

The Customer Service Officer will manage customer interactions across various channels, ensuring timely and professional resolution of inquiries and issues. Key responsibilities include:

• Acting as the primary point of contact for all customer care queries, managing cases from initiation to resolution without escalation.
• Responding to customer calls, cases, and chats within defined Service Level Agreement (SLA) timelines.
• Professionally handling customer complaints and shipment disruptions.
• Coordinating with internal teams to ensure efficient and timely issue resolution.
• Communicating operational updates to customers, such as vessel delays or rollovers.
• Monitoring and following up on customer key performance indicators (KPIs) including FCRR, TAT, and NPS.
• Identifying and promoting value-added services (VAS) like Carrier Haulage or VGM.
• Managing all cases based on the First In – First Out (FIFO) principle.
• Guiding customers to utilize digital channels for a more efficient service experience.
• Handling Direct Delivery and Breakbulk shipments, including executing and following up on delivery processes.
• Managing tailored solutions for special cargo and commodities.
• Serving as the setup point for special exceptions and tailored solutions.

Qualifications and Experience

Candidates for this position should possess the following qualifications:

• A minimum of 2 to 5 years of experience in the Shipping & Logistics industry.
• Proven ability to manage customer and vendor relationships effectively.
• Demonstrated capability in driving change, innovation, and process improvement.
• Proficiency in MS Office applications.

Essential Skills

Successful candidates will exhibit strong skills in the following areas:

• Excellent communication and presentation abilities.
• Strong decision-making capabilities.
• A proactive and professional attitude.
• The ability to work effectively as part of a team.

Work Context

This is a full-time position within CMA CGM's operations in Saudi Arabia. The role is situated in the Makkah Region, with specific service to the cities of Jeddah and Makkah. The company emphasizes knowledgeable and motivated professionals dedicated to providing superior service and high-quality cargo transport.