Customer Service Officer📣 Job Ad

About the Role

CMA CGM Saudi Arabia is seeking a Customer Service Officer to join its team in Jeddah. This role is integral to providing effective customer service and supporting the transport of customer cargo. The position operates within a dynamic organization, requiring close collaboration with industry professionals to meet customer expectations.

Role Purpose and Scope

This position focuses on comprehensive customer care, addressing various service needs. The Customer Service Officer will manage inquiries, resolve issues, and cultivate customer relationships. The role involves taking ownership of customer cases from initiation to resolution, ensuring adherence to service level agreements.

Key Responsibilities

• Act as the primary contact for all customer care inquiries, managing cases throughout their lifecycle without escalation to other departments.
• Respond to customer communications via calls, cases, and chats within defined Service Level Agreement (SLA) timelines.
• Professionally and efficiently handle customer complaints and shipment disruptions.
• Coordinate with internal teams to ensure timely resolution of customer issues.
• Communicate operational updates, such as vessel delays or rollovers, to customers.
• Monitor and follow up on key customer performance indicators (KPIs), including First Contact Resolution Rate (FCRR), Turnaround Time (TAT), and Net Promoter Score (NPS).
• Conduct regular meetings with customers to discuss performance and identify areas for improvement.
• Identify and promote value-added services (VAS), such as Carrier Haulage or Verified Gross Mass (VGM) services.
• Manage all customer cases based on the First-In, First-Out (FIFO) principle.
• Guide and support customers in utilizing digital platforms to enhance their experience.
• Handle Direct Delivery and Breakbulk shipments with attention to detail.
• Execute and follow up on delivery processes for all assigned shipments.
• Manage tailored solutions for special cargo and unique commodities.
• Serve as the point of contact for special exceptions, including fruit shipments and cross-selling opportunities.

Qualifications and Experience

• A minimum of 2 to 5 years of experience in the Shipping & Logistics industry.
• Proven ability to drive change, foster innovation, and implement process improvements.
• Proficiency in MS Office applications.

Required Skills

• Exceptional customer and vendor relationship management skills.
• Excellent communication, presentation, and decision-making abilities.
• Strong teamwork capabilities with a proactive and professional attitude.

Work Location and Type

This is a full-time position based in Jeddah, Makkah, Saudi Arabia. The role is situated within the CMA CGM company.