✨ AI Summary
CMA CGM in Jeddah, Saudi Arabia, is seeking a Customer Service Officer to join their team. This role serves as the single point of contact for customer queries, managing cases from beginning to end, and responding to customer calls, cases, and chats within SLA timelines. Responsibilities include handling complaints, coordinating with internal teams, communicating operational updates, and following up on customer KPIs. The officer will also conduct regular customer meetings to drive continuous improvement and promote value-added services. For the Standard Desk, the role involves managing cases on a FIFO basis and guiding customers through digital channels. The Special Desk handles direct delivery and breakbulk shipments, executing delivery processes, managing tailored solutions for special cargo, and reviewing business needs with customers. The ideal candidate will have 2-5 years of experience in Shipping & Logistics, strong relationship management skills, and the ability to drive change and process improvement. Excellent communication, presentation, and decision-making skills, combined with a proactive and professional attitude, are required.
Requirements
Candidates should have 2-5 years of experience in Shipping & Logistics. Strong customer and vendor relationship management skills, proven ability to drive change, innovation, and process improvement are essential. Excellent communication, presentation, and decision-making skills, along with a proactive and professional attitude, are required. Proficiency in MS Office applications is also necessary.
Description
CMA CGM, Saudi Arabia, is staffed with knowledgeable and motivated industry professionals who work closely with its customers to provide them with the best possible service and high-quality transport of their cargo. As a result of expanding our organization, we are currently looking for a Customer Service Officer to join our fast-growing and challenging organization.Position: Customer Services OfficerLocation: JeddahAdvanced Desk Responsibilities:• Single-entry point for all customer care queries• Full case ownership throughout the entire lifecycle – no forwarding to other departments• Respond to customer calls, cases, and chats within SLA timelines• Handle complaints and shipment disruptions professionally and efficiently• Coordinate with internal teams to ensure timely resolution• Communicate with customers regarding operational updates (vessel delays, rollovers, etc.)• Follow up on customer KPIs such as FCRR, TAT, and NPS• Conduct regular meetings with customers to drive continuous improvement• Identify and promote value-added services (VAS) such as Carrier Haulage or VGMStandard Desk:• Manage all cases based on FIFO (First In – First Out) principle• Promote and guide customers through the digital journey for a more efficient experienceSpecial Desk:• Handle Direct Delivery and Breakbulk shipments• Execute and follow up on delivery processes• Manage tailored solutions for special cargo and commodities• Regularly meet with customers to review business needs• Act as setup point for special exceptions (e.g., fruit, cross-sell, etc.)Qualifications & Profile:• 2-5 years of experience in Shipping & Logistics• Strong customer and vendor relationship management skills• Proven ability to drive change, innovation, and process improvement• Excellent communication, presentation, and decision-making skills• Team player with a proactive and professional attitude• Proficient in MS Office applications