Customer Service Officer (Premium Desk)

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.

Summary:
This role supports the Customer Service Supervisor to manage the customer to effectively execute and achieve customer satisfaction via End-to-End process.

Equipped with a good knowledge of the company’s systems, processes, shipping regulatory requirements and corporate policies, the Customer Service Representative owns and takes a leading role in shipment management processes. As an integral part of Sales, Documentation and Operation interface, the role provides the customers with an efficient one-point contact - he/she will manage customers’ shipments involving bookings, documentation or operation issues, actively engage and ensure the seamless flow of customer’s shipments.

He/she is expected to deliver customer requirements accurately and timely while ensuring customer satisfaction. He/she will take ownership to enhance work efficiencies by continuously improving work processes and encouraging customers to use CMA CGM e-Biz products. By being thorough and vigilant, he/she will effectively help to reduce Abandon Call and prevent service failure which incurs recovery costs.

He/she takes the lead in liaising with appropriate internal and external parties to promptly resolve issues or to provide the needed information.

Main Responsibilities: 

Customer Service (70%)

• Answering customer inquiries: Responding to customer calls, cases or chat messages to provide support, answer questions, and resolve issues
• Exception handling, problem resolution and continuous improvement
• Manage local VIP customers /accounts from the Standard desk 
• Customer service owns the entire lifecycle of interactions with customers and must not be forwarded to other departments. Focal point to handle exceptions / customer special demands
• Addressing customer complaints or concerns in a professional and efficient manner, providing and appropriate solutions / alternatives within committed timelines
• 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…)
• Identifying opportunities and propose to VAS customers such as Freetime, trucking, Concierge etc
• Follow up on TPS and NPS call back and response
• Face to face meeting with customer to create continuous improvement environment

Operations (30%)

• Manage operational requests related to cargoes across all account treatments (re-export, return cargo, DIT, Diversion, Service recoveries, transhipment declaration, change of Operator code and Inter gateway, Portnet releases)
• Attend to customer’s requests for container re-use, cargo claims, cross-bookings, container detention, damage container handling and depot cleaning/washing issues.
• Coordinate operational transaction / stowage requirements
  

**This role is open for local employment only

**Kindly note that only short-listed applicants will be contacted.

** By applying for this role, you hereby consent to the CMA CGM Group collecting, processing and using any personal information you submit, for the following purposes:
(i) To process the application for the role being applied for;
(ii) To process the application for other open positions within the CMA CGM Group which may be suitable to you;
(iii) To conduct necessary reference checks; and
(iv) Any other purpose related to one or more of the above.

You further consent to the CMA CGM Group retaining such personal information for a period of two years following your submission thereof, so that we may consider you for other open positions within the CMA CGM Group which may be suitable to you in the event that you are not selected for this role.

NOTICE TO THIRD PARTY AGENCIES: Please note that CMA CGM Group does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Fee Agreement, CMA CGM Group will not consider or agree to payment of any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, CMA CGM Group explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of CMA CGM Group.

Come along on CMA CGM’s adventure !