Customer Service Officer
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Key skills for this role
About the Role
CMA CGM in Jeddah seeks a Customer Service Officer to handle customer queries, complaints, and shipment disruptions. The role involves full case ownership, coordination with internal teams, and promoting digital tools.
Key Skills for This Role
Responsibilities
- Serve as single entry point for all customer care queries
- Take full case ownership throughout the 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 operational updates to customers (vessel delays, rollovers, etc.)
- Follow up on customer KPIs such as FCRR, TAT, and NPS
- Conduct regular meetings with customers for continuous improvement
- Identify and promote value added services (VAS) like Carrier Haulage or VGM
- Manage cases based on FIFO principle for standard desk
- Promote and guide customers through digital journey
- Handle Direct Delivery and Breakbulk shipments for special desk
Requirements
- 2 5 years of experience in Shipping & Logistics
- Strong customer and vendor relationship management skills
- Excellent communication, presentation, and decision making skills
- Proficient in MS Office applications
- Team player with proactive and professional attitude
Full Job Posting
Company Overview
- CMA CGM Saudi Arabia is staffed with knowledgeable industry professionals providing high quality transport services.
- The company is expanding and seeking a Customer Service Officer to join their fast growing organization.
Advanced Desk 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.
- Coordinate with internal teams to ensure timely resolution.
- Communicate operational updates to customers (vessel delays, rollovers, etc.).
- Follow up on customer KPIs such as FCRR, TAT, and NPS.
- Conduct regular meetings with customers for 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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