-temp- Customer Service Officer [Premium]

CMA CGM Holland  is located in Europe's largest container port: Rotterdam, commonly known as the Gateway to Europe. 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.

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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.

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We are looking for temporary extra staff until the end of the year to help set-up and build our current department.

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 Premium 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 Regional Office Customer Care manager

Also but not limited too,

• Monitor SLA, Analyze customer Service Levels are maintained as tender/contract SOP

• Manage all cases based on FIFO (First in First out) basis. 

• 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 manage/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 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.