Customer Service Officer

About the role

CMA CGM is expanding its operations in Saudi Arabia and seeks a Customer Service Officer to join the team in Jeddah. You will act as the single point of contact for all customer inquiries, ensuring smooth communication and timely resolution of issues throughout the shipment lifecycle.

Key responsibilities

• Serve as the single‑entry point for all customer care queries, handling calls, cases, and chats within SLA timelines.
• Own each case from initiation to closure, without forwarding to other departments.
• Manage complaints and shipment disruptions professionally and efficiently.
• Coordinate with internal teams to guarantee timely resolutions and keep customers informed of operational updates such as vessel delays or rollovers.
• Monitor and follow up on customer KPIs including FCRR, TAT, and NPS.
• Conduct regular meetings with customers to drive continuous improvement and promote value‑added services like Carrier Haulage or VGM.
• Apply FIFO principles to case handling and guide customers through digital tools for a more efficient experience.
• Handle special shipments (Direct Delivery, Breakbulk), execute delivery processes, and manage tailored solutions for special cargo.

Required profile

• 2‑5 years of experience in shipping and logistics.
• Strong customer and vendor relationship management abilities.
• Proven track record of driving change, innovation, and process improvement.
• Excellent communication, presentation, and decision‑making skills.
• Team‑player attitude with a proactive and professional approach.

Required skills

• Proficiency in MS Office applications.