Customer Service Officer - West Africa Region

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.

YOUR ROLE

You join CMA CGM, a leading player in the international logistics market. As a member of the Customer Care Department, you will be responsible for responding to authorities' inquiries and supporting the team with fresh perspectives and technical developments.

WHAT ARE YOU GOING TO DO?

• Documentation and customer service: You guide the customer care team in the agencies to ensure continuous improvement of the customer experience through project deployment, performance monitoring, and team animation.
• Monitoring agency KPIs: You track the performance indicators of the agencies and ensure the update of action plans.
• Support to agencies: You provide support to agencies to ensure that deployed tools are well adopted and correctly used by agents and clients.
• Project progress tracking: You feed reports and tracking tools to ensure coverage of as many countries as possible.
• Meetings with agencies: You participate in meetings with agencies to discuss performance and action plans.

WHO ARE WE LOOKING FOR?

• You are currently pursuing a Master 2 in Management, Business Administration, Logistics, or International Trade.
• You have skills in team management and project management.
• You master office tools (Excel, Word) and have an interest in digital, automation, and artificial intelligence.
• You have a fluent level of English (reading, writing, and exchanges with English-speaking colleagues).
• You are proactive, versatile, and have good communication and empathy.

Find out more about CMA CGM Group's Sustainable Development approach and net zero carbon emissions by 2050 ambition. Find out more about CMA CGM exceptional work environment.
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