Customer Services Officer

About the role

CMA CGM is seeking a Customer Services Officer to be the single‑entry point for all customer care queries in Dammam. You will own each case from start to finish, ensuring timely and professional handling of calls, chats, and complaints while supporting the smooth transport of cargo.

Key responsibilities

• Act as the sole contact for customer inquiries, managing cases throughout their lifecycle.
• Respond to calls, cases, and chats within SLA timelines.
• Handle complaints and shipment disruptions efficiently.
• Coordinate with internal teams to resolve issues and communicate operational updates such as vessel delays.
• Track and improve customer KPIs including FCRR, TAT, and NPS.
• Conduct regular meetings with customers to drive continuous improvement and promote value‑added services.
• Manage cases using FIFO principle and guide customers toward digital solutions.
• Handle Direct Delivery and Breakbulk shipments, execute delivery processes, and provide tailored solutions for special cargo.
• Serve as the setup point for special exceptions (e.g., fruit, cross‑sell).

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 Microsoft Office applications.