Customer Service Officer📣 Job Ad

About the Customer Service Officer Role

CMA CGM is seeking a dedicated Customer Service Officer to join its expanding operations in Jeddah, Saudi Arabia. This full-time position is crucial for maintaining the company's commitment to providing exceptional service and high-quality cargo transport to its clients. The role requires professionals who are knowledgeable and motivated to work closely with customers.

Core Responsibilities

The Customer Service Officer will manage a range of customer interactions and operational tasks. Key duties include acting as the primary point of contact for all customer care inquiries, taking full ownership of cases from initiation to resolution without escalation. This involves responding to customer communications within Service Level Agreement (SLA) timelines, professionally handling complaints and shipment disruptions, and coordinating with internal teams to ensure timely issue resolution. The role also requires proactive communication with customers regarding operational updates, such as vessel delays or rollovers, and diligent follow-up on customer performance indicators like FCRR, TAT, and NPS. Regular meetings with customers are expected to drive continuous improvement and identify opportunities to promote value-added services.

Operational Desk Management

Responsibilities are divided across different operational desks. The Standard Desk requires managing all cases based on the First In – First Out (FIFO) principle and guiding customers towards digital channels for enhanced efficiency. The Special Desk focuses on handling Direct Delivery and Breakbulk shipments, executing and monitoring delivery processes, and managing tailored solutions for special cargo. This desk also serves as the setup point for specific exceptions and requires regular customer meetings to review business needs.

Required Qualifications and Experience

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

Essential Skills and Attributes

Candidates should possess excellent communication, presentation, and decision-making skills. A strong ability to work collaboratively as a team player, coupled with a proactive and professional attitude, is essential for success in this role. The ability to navigate complex customer service scenarios and contribute to a high-performing team environment is highly valued.

Work Location and Type

This is a full-time position based in Jeddah, Saudi Arabia. The role is integral to the expanding operations of CMA CGM in the region.