Customer Service Officer

Provide ‘Red Carpet’ service to the group strategic customers by offering personalized level of support, tailored to meet the unique needs and expectations according to Premium Treatment Level.

• Case Ownership:
  Ensure all customer queries (received via all channels) are responded within agreed SLA & quality by efficient collaboration with relevant stakeholders whilst keeping customer informed during the resolution process.
• Case Prioritization:
  Prioritizing of customer requests based on the criticality of the query to meet customer expectations.
• Case Analysis & Dispatch, Analyze customer queries and consult experts or dispatch to the correct team for faster/quality turn around time.
• Escalations:
  Alert and elevate customer recurring issues/pain points to Regional Office Customer Care manager and related CCAM
• Monitor SLA, Ensure customer Service Levels are maintained as tender/contract SOP
• Point of Contact, Act as exclusive point of contact for customer & build strong relationship with the customer
• Manage lifecycle case management and dispatch cases to back office team. be the entry point for all customer queries in a spoc mode.
• Customer Service owns the entire LIFE CYCLE of interactions and under ANY circumstances customer must not be forwarded to other departments.
• Answering customer inquiries:
  Responding to customer calls, cases or chat messages to provide support, answer questions, and resolve issues
• Central point to handle exceptions / customer special demands
• Resolving complaints in case of unexpected shipment disruptions/ issues
• Addressing customer complaints or concerns in a professional and efficient manner, providing and appropriate solutions / alternatives within committed timelines
• Coordinate with related internal teams and follow up to ensure Resolution Contact customers and manage/coordinate system modifications when needed (vessel delays, call omits, roll over, cut & run, late VGM etc.)
• Collaborating with other departments and manage communication between Different Teams (Agency, HO, Customers…)
• Follow up on TPS and NPS FEEDBACK.
• Identifying opportunities and propose to customers upsell and xsell (VAS/Carrier haulage/ VGM/CEVA services)

• Face to face meeting with customer to create continuous improvement environment
• Support Customer Care Account Manager (CCAM) during Q , M  on operational issues, insights.
• Tender/contract compliance, Build reports & metrics as per tender/contract SOP
• Create personalized reports to analyze service delivery failures (Booking Delay, Draft BL Delay, Invoice accuracy, etc.) and share with relevant stakeholders to improve service delivery speed & Quality

• Strong Knowledge in Shipping (minimum 2 Years of experience in liner shipping)
• Excellent customer Service Experience (minimum 2 years of customer facing activity)
• Effective communication skills (Ability to articulate various business scenarios with customers, senior business leaders & middle management)
• Great customer facing skills with ability to build and nurture relationships.
• Demonstration of professional demeanor, positive attitude, and ability to manage stress through challenging situations.
• Excellent knowledge in LARA all modules
• Understand CMA-CGM group organization, processes & Tools.
• Basic proficiency with MS Office
• Graduate (3 years regular course ) Any bachelor degree or Equivalent University Degree

Led by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR…