Customer Service Officer📣 Job Ad

About CMA CGM and the Opportunity

CMA CGM, a global leader in shipping and logistics, operates in Saudi Arabia with a team of knowledgeable professionals dedicated to providing high-quality transport and service to its customers. As a result of organizational expansion, CMA CGM is seeking a Customer Service Officer to join its team in Jeddah or Makkah. This full-time position is integral to maintaining strong customer relationships and ensuring efficient cargo operations.

The Role of a Customer Service Officer

The Customer Service Officer serves as a primary point of contact for clients, managing inquiries, resolving issues, and coordinating with internal teams to ensure seamless service delivery. This role involves comprehensive case ownership and proactive communication to uphold CMA CGM's service standards within a fast-growing and challenging environment.

Key Responsibilities: Advanced Customer Support

• 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 customer issues.
• Communicate operational updates to customers, such as vessel delays or rollovers.
• Follow up on customer Key Performance Indicators (KPIs) including FCRR, TAT, and NPS.
• Conduct regular meetings with customers to drive continuous improvement initiatives.
• Identify and promote value-added services (VAS) such as Carrier Haulage or VGM.

Additional Responsibilities: Standard and Specialized Services

• Manage all standard cases based on the FIFO (First In – First Out) principle.
• Promote and guide customers through digital platforms for a more efficient experience.
• Handle Direct Delivery and Breakbulk shipments.
• Execute and follow up on delivery processes for specialized cargo.
• Manage tailored solutions for special cargo and commodities.
• Regularly meet with customers to review their specific business needs.
• Act as a setup point for special exceptions, such as fruit or cross-sell arrangements.

Required Experience

Candidates for this full-time Customer Service Officer position should possess 2 to 5 years of experience in a customer service role, preferably within the shipping or logistics industry.

Work Location

This position is based in Saudi Arabia, with primary work locations in either Jeddah or Makkah. The role requires a proactive approach to customer interaction and problem-solving within a dynamic organizational setting.