Customer Service Officer
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Key skills for this role
About the Role
CMA CGM in Jeddah is seeking a Customer Service Officer to handle customer care queries, manage cases, and coordinate with internal teams. The role requires 2-5 years of experience in Shipping & Logistics, strong relationship management skills, and proficiency in MS Office.
Key Skills for This Role
Responsibilities
- Single entry point for all customer care queries
- Full case ownership throughout entire lifecycle
- Respond to customer calls, cases, and chats within SLA timelines
- Handle complaints and shipment disruptions professionally
- Coordinate with internal teams to ensure timely resolution
- Communicate with customers regarding operational updates
- 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
- Manage cases based on FIFO principle
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 proactive and professional attitude
- Proficient in MS Office applications
Full Job Posting
Position Overview
- CMA CGM Saudi Arabia is looking for a Customer Service Officer to join their fast growing organization.
- The role involves handling customer care queries, managing cases, and coordinating with internal teams.
Advanced Desk Responsibilities
- Single entry point for all customer care queries
- Full case ownership throughout entire lifecycle
- Respond to customer calls, cases, and chats within SLA timelines
- Handle complaints and shipment disruptions professionally
- Coordinate with internal teams to ensure timely resolution
- Communicate with customers regarding operational updates
- 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
Standard Desk Responsibilities
- Manage all cases based on FIFO principle
- Promote and guide customers through digital journey
Special Desk Responsibilities
- Handle Direct Delivery and Breakbulk shipments
- Execute and follow up on delivery processes
- Manage tailored solutions for special cargo
- Regularly meet with customers to review business needs
- Act as setup point for special exceptions
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 proactive and professional attitude
- Proficient in MS Office applications
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