Customer Service Officer [Standard II]

CMA CGM Belgium is located in Antwerp, we offer the opportunity to be part of one of the world leaders in shipping. Our mission is to lead sustainable change within the maritime industry. In order to achieve the goal of net zero carbon by 2050, sustainable development has become one of the main axes of the CMA CGM Group strategy.

Jump Aboard for #betterways

We endeavour for Better Ways in everything we do our culture is embodied by boldness, imagination, exemplarity and excellence. With these values at the core of our business, our workplace holds an upbeat and inspiring team who encourage you to thrive on the opportunity to innovate and adapt to the ever-changing world we live in. 

Build your career in shipping and logistics, apply today join tomorrow!

As part of its growth and development, CMA CGM Belgium is looking for a Customer Service Supervisor to join its Standard team within the Customer Service department.

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.

Your responsibilities vary from case management related to ownership, prioritization and analysis to working on Service Level Management.

More specifically,

• 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.

Also but not limited too,

• Monitor SLA, Analyze customer Service Levels are maintained as tender/contract SOP
• Manage all cases based on their threatment level. 
• Answering customer inquiries: Responding to customer calls, cases or chat messages to provide support, answer questions, and resolve issues
• 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…)

We are looking for individuals that have:

• 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.

Screening is a standard part of our internal application process, by applying to this vacancy you acknowledge having taken note of this policy.

As part of our Employee Experience offering, CMA CGM Belgium offers a number of perks including:

• Group insurance for pension, life and invalidity
• Ambulatory medical insurance and dental plan
• Annual performance bonus subject to personal and company performance
• Hospitalization insurance; free for employees, partner and children
• Possibility to make use of bicyle leasing
• Access to 3000+ learning resources and courses

Come and find your better way with us!

Applying for this role is only possible in case you are a Belgium residents therefor living and working in Belgium. Or in the case you have a valid working permit for Belgium.

CMA CGM respects, supports and values diversity in all forms. We seek to avoid discrimination and are committed to equal opportunities for all our employees. 

Our long-held inclusive policy improves performance, creates growth opportunities for all, aligns with our customer's values and enhances employee engagement.

Join us and discover a world of opportunities.

:: Acquisition in response to the vacancy is not deemed desirable ::