Customer Service Officer
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Key skills for this role
About the Role
CMA CGM in Jeddah is hiring a Customer Service Officer to handle customer queries, complaints, and shipment disruptions. Requires 2-5 years of experience in shipping and logistics, strong communication skills, and proficiency in MS Office.
Key Skills for This Role
Responsibilities
- Single entry point for all customer care queries; full case ownership throughout the entire lifecycle.
- 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 VGM.
- Manage all cases based on FIFO principle for standard desk.
- Promote and guide customers through the digital journey for a more efficient experience.
- Handle Direct Delivery and Breakbulk shipments for special desk.
- Execute and follow up on delivery processes for special desk.
Requirements
- 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
Full Job Posting
Position Overview
- 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.
- We are currently looking for a Customer Service Officer to join our fast growing and challenging organization.
- Location: Jeddah
Advanced 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 VGM.
Standard Desk
- Manage all cases based on FIFO (First In – First Out) principle.
- Promote and guide customers through the digital journey for a more efficient experience.
Special 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.
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