Job Description
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 CARGO, the CMA CGM Group is continually innovating to offer its customers a complete and increasingly efficient range of new shipping, land, air and logistics solutions.
Committed to the energy transition in shipping, and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target to become Net Zero Carbon by 2050.
Through the CMA CGM Foundation, the Group acts in humanitarian crises that require an emergency response by mobilizing the Group’s shipping and logistics expertise to bring humanitarian supplies around the world.
Present in 160 countries through its network of more than 400 offices and 750 warehouses, the Group employs more than 155,000 people worldwide, including 4,000 in Marseilles where its head office is located.
ABOUT THE ROLE
The Customer Service Officer provides exceptional customer service to our customers by offering support and customer onboarding on our digital journey, tailored to meet the unique needs and expectations. Our Customer Service department is divided within a variety of segments, whereas we are looking for a Customer Service Officer to further enforce our Standard team.
- 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, Analyse customer queries and consult experts or dispatch to the correct team for faster/quality turnaround time.
- Escalations, Alert and escalate customer recurring issues/pain points to your supervisor.
- 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 timeline
- Contact customers and 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…)
- Coordinate internally and/or respond to customer queries related to shipment.
- Monitor shipment according to customer status and track and trace upon delivery.
- Maintain daily, weekly and monthly reports/dashboards to stakeholders.
- Participate to the promotion of relevant products or services when talking to customers.
- Contact customers and manage/ coordinate system modifications when needed.
- Give guidelines and support booking or VIP/Special desk teams on all topics (process, dispute, customer profiles, etc.) if applicable.
- Follow up idle situation and escalations.
- Coordinate with related parties (Legal, HO Teams, Customer, Terminal) Idle full monitoring
- Send 1st and 2nd idle notices & inform related parties.
Skills and Qualifications:
- Experience within the shipping industry
- Experience within similar roles within Customer Service/Customer Care
- 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.
Please ensure you are familiar with the CMA CGM Corporate Internal Mobility guidelines
