Customer Service Officer

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.

Role
Serve the customer in all its queries and requirements; Inform the customer on any shortcomings based on initial conditions (cost, delay...).
 

Responsibilities
- Customer Support/ Guidance: To provide timely and effective customer support via various channels such as phone, email, and live chat. Address customer inquiries, concerns, and issues professionally and courteously. Keep customers informed about the status of their inquiries or issues. Give guidelines and support bookings or VIP/ Special desk teams on all topics (process, dispute, customer profiles etc.) if applicable.
- Product/ Service Knowledge: To educate customers on how to use products/ services effectively. Have a deep understanding of the company's products or services to accurately answer customer questions and provide relevant information. Stay updated on changes, updates, or new offerings. Participate to the promotion of relevant products or services when talking to customers.
- Documentation: To maintain accurate and detailed records of customer interactions, feedback, and resolutions. Maintain daily, weekly and monthly reports/ dashboards to stakeholders. Update customer profiles, monitor invoices when cancelled bookings, check if change is possible and modify all bookings as per customer request in line with corporate guidelines.
- Customer Feedback: To collect and analyze customer feedback to identify areas forimprovement. Provide insights to the management team for enhancing customer experience.
- Cross-functional Collaboration: To collaborate with other departments, such as sales, marketing, finance, operation and product development, to address customer needs and improve overall customer satisfaction.
- Problem Resolution: Work to resolve customer problems or complaints by investigating issues, developing solutions and ensuring customer satisfaction. This may involve coordination with other departments or teams.
- Policy Adherence: to ensure adherence to company policies and procedures while dealing with customer issues. Provide guidance to customers on relevant policies when necessary.
- Continuous Improvement: Contribute to the continuous improvement of customer service processes and procedures. Suggest and implement improvements to enhance efficiency and effectiveness.
- Positive Representation: To act as a positive representative of the company, fostering a positive image and maintaining a customer-centric approach.

Qualification and Profile
Must have:
- Minimum Graduate preferably Postgraduate.
- May prefer relevant working experience in shipping industry.
- Good interpersonal skills, proactive thinking, shipping terminologies, customer service support, commercial relation, booking and invoicing.
- Good communication skills in English (both written and verbal).
- Good command of IT Tools, MS Office i.e. spreadsheet & presentations.

Come along on CMA CGM’s adventure !