Customer Service Officer📣 Job Ad

About the Customer Service Officer Role

CMA CGM is seeking a dedicated Customer Service Officer to join its team in the Makkah Region, specifically in Jeddah and Makkah. This full-time position is integral to ensuring the highest standards of service and cargo transport for our clients. The role requires 2-5 years of experience in Shipping & Logistics and offers a challenging environment within a growing organization.

Core Responsibilities

The Customer Service Officer will manage customer interactions across various channels, acting as the primary point of contact for all inquiries. This role involves full case ownership from initiation to resolution, ensuring all customer queries, cases, and chats are addressed within Service Level Agreement (SLA) timelines. Professional handling of complaints and shipment disruptions is essential, requiring close coordination with internal teams to achieve timely solutions.

• Serve as the single point of contact for all customer care queries.
• Maintain full ownership of customer cases throughout their lifecycle.
• Respond to customer calls, cases, and chats within SLA timelines.
• Professionally manage complaints and shipment disruptions.
• Coordinate with internal departments for efficient issue resolution.
• Communicate operational updates, such as vessel delays, to customers.
• Monitor and follow up on customer Key Performance Indicators (KPIs) including FCRR, TAT, and NPS.
• Conduct regular meetings with customers to identify areas for continuous improvement.
• Identify and promote value-added services (VAS) like Carrier Haulage or VGM.

Operational Management

This role encompasses managing customer cases based on the First-In, First-Out (FIFO) principle. A key aspect involves guiding and encouraging customers to utilize digital platforms for a more efficient service experience. Additionally, the officer will handle specific shipment types, including Direct Delivery and Breakbulk, and oversee the execution and follow-up of delivery processes. This includes managing tailored solutions for special cargo and commodities, and acting as a point of contact for special exceptions.

• Manage all cases according to the FIFO principle.
• Promote and guide customers through digital service channels.
• Handle Direct Delivery and Breakbulk shipments.
• Execute and monitor delivery processes.
• Manage solutions for special cargo and commodities.
• Act as the setup point for special exceptions.

Required Qualifications and Experience

Candidates for this position must possess 2 to 5 years of relevant experience within the Shipping & Logistics industry. Strong interpersonal skills are crucial, particularly in managing relationships with both customers and vendors. The ability to drive change, foster innovation, and implement process improvements is highly valued.

• 2-5 years of experience in Shipping & Logistics.
• Strong customer and vendor relationship management skills.
• Proven ability to drive change, innovation, and process improvement.

Essential Skills and Attributes

Successful candidates will demonstrate excellent communication and presentation skills, coupled with sound decision-making capabilities. A proactive and professional attitude, along with the ability to work effectively as part of a team, are essential attributes for this role. Proficiency in MS Office applications is also required.

• Excellent communication and presentation skills.
• Strong decision-making abilities.
• Team player with a proactive and professional attitude.
• Proficiency in MS Office applications.

Work Location and Type

This is a full-time position based in the Makkah Region, serving clients in Jeddah and Makkah. The role is within CMA CGM's Saudi Arabian operations, contributing to their mission of providing high-quality transport services.