Customer Service Officer

About the Company and Role

CMA CGM in Saudi Arabia employs skilled professionals dedicated to delivering outstanding customer service and top-quality cargo transportation. Our growing team requires a Customer Service Officer to join our dynamic and expanding organization based in Jeddah.

Key Responsibilities

• Act as the primary contact for all customer service inquiries, managing each case entirely without passing it on to other departments.
• Address incoming calls, cases, and chats within agreed Service Level Agreements (SLA).
• Handle customer complaints and shipping interruptions with professionalism and efficiency.
• Collaborate with internal teams to guarantee timely solutions to customer issues.
• Update customers on operational matters such as vessel delays and rescheduling.
• Monitor customer-related key performance indicators including First Contact Resolution Rate (FCRR), Turnaround Time (TAT), and Net Promoter Score (NPS).
• Conduct regular meetings with clients to promote ongoing service enhancements.
• Identify opportunities to market value-added services like Carrier Haulage and Verified Gross Mass (VGM).
• Manage cases in the standard desk following the First In, First Out (FIFO) basis and encourage customers to use digital services for efficiency.
• Handle specific shipments including Direct Delivery and Breakbulk cargo, oversee delivery processes, and develop customized solutions for special cargo types.
• Engage with customers frequently to understand and review their business requirements.
• Serve as the focal point for special exceptions such as fruit shipments or cross-selling opportunities.

Qualifications and Profile

• Two to five years of professional experience in shipping and logistics.
• Strong skills in managing relationships with customers and vendors.
• Demonstrated capability to lead change, innovate, and improve processes.
• Exceptional communication, presentation, and decision-making abilities.
• A cooperative team player with a proactive and professional demeanor.
• Proficiency in Microsoft Office suite applications.