Customer Service Officer

THE ROLE

The purpose of this role is to manage customer inquiries and case lifecycles, ensuring efficient resolution of issues, coordinating with internal teams, and enhancing customer satisfaction through professional support and digital engagement.

WORK RELATIONSHIP

Internal: Sales, HO/ARO, CS, Documentation, Ops and Log, Traffic, Branch offices, Accounting, other CMA CGM Agencies

External: Customers, Vendors, Factories, Forwarders

RESPONSIBILITIES

• Manage lifecycle case management and dispatch cases to back-office team. Be the single-entry point of contact for all customer queries.
• Customer service front office owns the entire life cycle and under any circumstances customer must be forwarded to other departments.
• Answer customer inquiries: responding to customer calls, cases or chat messages to provide support, answer questions, and resolve issues.
• Handle exceptions/ customer’s special demands.
• Handle complaints in case of unexpected shipment disruptions/ issues.
• Address customer complaints or concerns in a professional and efficient manner, provide appropriate solutions/ alternatives within committed timeline.
• 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.).
• Collaborate with other departments and manage communication between different teams (Agency, HO, Customers…).
• Identify opportunities and propose to customers upselling or VAS such as Carrier haulage, VGM, etc.
• Follow up on TPS and NPS feedback.
• Meet face to face with customers to create continuous improvement environment.
• Own assigned customers KPIs and follow up on KPI measurement such as CAS TAT, first contact resolution, etc.
• Promote digital experience and educate customers to fully move to digital journey.

QUALIFICATIONS AND PROFILE

• Education: Bachelor’s degree; major in Sea Transportation, Export- Import, International Business, Foreign Trade, International Business.
• Experience: 1-3 years of working experience in similar position in a shipping company or forwarder.
• Personalities: proactive, patient, responsible, accountable, teamwork spirit, customer service mindset, strive for excellent service.
• Skills: Problem Solving skills, Communication skills.
• Language: Good English communication.
• Computer: Advanced level of MS Office, especially MS Excel for reports.