Customer Service Professional Pakistan

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 Overview

The Customer Service Professional plays a key role in delivering exceptional customer experience by efficiently managing customer inquiries, requests, and concerns. This role requires clear communication of any service limitations, including costs, delays, or operational constraints, while building and maintaining strong client relationships.

Key Responsibilities

1. Customer Support & Guidance

Provide prompt and effective customer support through phone, email, and live chat.

Handle inquiries, concerns, and complaints in a professional and courteous manner.

Keep customers informed about the status and resolution of their requests.

Support booking teams, VIP/special desks, and stakeholders with guidance on processes, disputes, and customer profiles where applicable.

2. Product & Service Knowledge

Develop and maintain in-depth knowledge of company products and services.

Educate customers on product features, usage, and benefits.

Stay updated on new offerings, changes, and service updates.

Identify opportunities to promote relevant products and services during interactions.

3. Documentation & Reporting

Maintain accurate records of customer interactions, feedback, and resolutions.

Prepare regular reports (daily, weekly, monthly) and dashboards.

Update customer profiles and manage booking amendments as per company guidelines.

Monitor invoices, cancellations, and booking changes in compliance with corporate policies.

4. Customer Feedback & Insights

Collect and analyze customer feedback to identify improvement opportunities.

Share actionable insights with management to enhance service quality and customer satisfaction.

5. Cross-Functional Collaboration

Work closely with Sales, Marketing, Finance, Operations, and Product teams to resolve issues and improve service delivery.

6. Problem Resolution

Investigate and resolve customer complaints efficiently and effectively.

Collaborate with internal teams to implement solutions and ensure customer satisfaction.

7. Policy Compliance

Ensure adherence to company policies, procedures, and service standards.

Educate customers on relevant policies when required.

8. Continuous Improvement

Contribute to improving customer service processes and operational efficiency.

Proactively suggest and implement enhancements where applicable.

9. Brand Representation

Represent the company in a professional and positive manner.

Maintain a customer-centric approach in all interactions.

Qualifications & Profile

• Bachelor’s degree required (Postgraduate qualification preferred).
• Prior experience in the shipping industry is an advantage.
• Strong communication and interpersonal skills (written and verbal English).
• Good understanding of shipping terminology, booking, invoicing, and customer service processes.
• Proactive mindset with strong problem-solving abilities.
• Proficiency in MS Office tools, especially Excel and PowerPoint.
• Knowledge of Bills of Lading, Delivery Orders, and general shipping procedures.

Core Competencies

• Customer Service Orientation
• Attention to Detail & Documentation Accuracy
• Time Management & Organizational Skills
• Integrity & Confidentiality
• Team Collaboration

Come along on CMA CGM’s adventure !