Customer Service Officer📣 Job Ad

About the Customer Service Officer Role

CMA CGM, operating in the Makkah Region of Saudi Arabia, is seeking a motivated Customer Service Officer to join its expanding team. This role is integral to providing customers with high-quality transport services for their cargo. The position is full-time and requires 2-5 years of experience in Shipping & Logistics.

Core Responsibilities

The Customer Service Officer will manage customer interactions across various channels, ensuring timely and professional resolution of inquiries and issues. Key duties involve taking full ownership of customer cases from initiation to completion, responding to calls, cases, and chats within service level agreements, and professionally handling complaints and shipment disruptions. This role requires close coordination with internal teams to ensure efficient operations and timely updates to customers regarding any operational changes, such as vessel delays.

Customer Interaction Management

• Serve as the primary point of contact for all customer care inquiries.
• Manage all customer cases based on the First In – First Out (FIFO) principle.
• Communicate operational updates to customers, including vessel delays and rollovers.
• Follow up on customer key performance indicators (KPIs) such as FCRR, TAT, and NPS.
• Conduct regular meetings with customers to discuss business needs and drive continuous improvement.
• Identify and promote value-added services (VAS), including Carrier Haulage and VGM.

Specialized Shipment Handling

This role also involves managing specific types of shipments and customer requirements. Responsibilities include handling Direct Delivery and Breakbulk shipments, executing and monitoring delivery processes, and managing tailored solutions for special cargo and commodities. The officer will act as the setup point for special exceptions, such as those related to fruit shipments or cross-selling opportunities.

Qualifications and Experience

• 2-5 years of experience in Shipping & Logistics.
• Strong skills in customer and vendor relationship management.
• Proven ability to drive change, innovation, and process improvement.
• Excellent communication, presentation, and decision-making skills.
• Proficiency in MS Office applications.

Work Location and Type

This full-time position is based in the Makkah Region, serving customers in cities including Jeddah and Makkah. The role requires a team player with a proactive and professional attitude, dedicated to providing excellent service within a challenging and fast-growing organization.