Customer Service Officer

Kia ora, Talofa, Halo, Ola, Gutpela dei, Mālō e lelei - Rise in Motion!

Join our diverse Oceania team in Australia and grow your career with us!

We are CMA CGM, the business that moves in excess of 22 million containers of cargo every year from over 400 different seaports. Backed by a diverse portfolio of brands and subsidiaries, the CMA CGM Group is the third largest container shipping Group in the world, making us well equipped to move cargo from door-to-door, on a global scale.

ANL is a long-standing brand within the CMA CGM Group with a vision for the future. Headquartered in Melbourne, ANL Container Line offers shipping services to all major Oceania destinations, with extensive coverage throughout Australia, New Zealand, Asia, the West Coast of America, Papua New Guinea, the Indian Subcontinent and the Pacific Islands.

Our mission is to lead sustainable change within the maritime industry. As we embark on this large-scale transformation journey, we are calling for our team members to be both bold and imaginative to achieve the needs of our business. We are growing and changing the way we serve our customers. If you are willing to roll your sleeves up and contribute to this journey, we would love to hear from you!

About the Role: 

Reporting to: Customer Service Supervisor
Employment Type: Permanent, full-time
Work Location: Melbourne, VIC

As Customer Service Officer, you will provide timely and accurate customer support across multiple communication channels, responding to enquiries from import and export customers while ensuring clear communication, promoting value-added and digital services, and collaborating with internal stakeholders to deliver a high level of customer satisfaction and meet established service level agreements. 

The role and responsibilities will include:

• Providing timely and accurate responses to customer enquiries across multiple channels, including phone, email, live chat and internal systems.

• Managing customer requests related to shipment status, documentation and service enquiries for both import and export shipments.

• Liaising with internal teams and external stakeholders to resolve customer issues and ensure a positive service experience.

• Promoting value-added and digital services where appropriate to enhance the customer experience and encourage self-service solutions.

• Ensuring compliance with company procedures and service standards while meeting established customer service KPIs and SLAs.

To be successful in this role, you will need: 

• Previous experience in a customer service or administration role, ideally within the shipping, logistics, or transport industry.

• Strong communication skills with the ability to provide clear and professional support to customers and internal stakeholders.

• Excellent organisational and multitasking skills, with the ability to manage competing priorities in a fast-paced environment.

• Strong computer skills, including experience with Microsoft Office and CRM systems (Salesforce experience preferred).

• A proactive, customer-focused approach with the ability to work both independently and collaboratively within a team.

Eligibility Requirements

• Applicants must be an Australian citizens or permanent residents.
• Applicants must have full working rights in Australia for the entire duration of the contract.
• New Zealand citizens planning to relocate permanently to Victoria, Australia, are more than welcome to apply.
• We are building our team locally in Australia and are looking for people who want to grow with us; applications from overseas candidates expecting remote work will not be considered.
• Kia ora, Talofa, Halo – we welcome all local talent ready to join our diverse Oceania team!

Additional Information
We do not accept unsolicited approaches or candidate submissions from recruitment agencies. Only direct applications will be considered.

Why join CMA CGM?

We are continuously striving to provide new opportunities and benefits that make our business a great place to work, but the truth is that it’s our people who make us want to come to work every day. We make time to engage, connect and celebrate the moments that matter with our colleagues.

We have a strong culture built around supporting progression and promotion and offer a diverse and engaging training calendar that provides you with the opportunity for growth, no matter your interests.

In an ever-changing economy, the shipping industry remains a beacon of stability, and our continued success is a testament to our unwavering commitment to excellence. We prioritise delivering exceptional experiences to both our customers and our employees.

The CMA CGM Group is also deeply committed to sustainability. We demonstrate our dedication to acting for the planet, people, and fair trade, through initiatives like reducing greenhouse gas emissions, empowering women in the workplace, educating employees on climate issues, and engaging in community and environmental projects.

Some of our other benefits include:

Flexible Working Options

Additional Leave Days

Paid Parental Leave

Annual Health Checks

Complimentary gym access

Discounted parking

Novated car leasing

Social Club events held all year round

Employee Wellbeing Support – Mental, cultural, financial, and health resources, including Telus Health

Study leave and study reimbursement

Opportunity to participate in volunteer initiatives with partner charities such as the Big Umbrella

Access to 3000+ learning resources and courses

Career development opportunities across Asia Pacific, Europe and other office locations globally

Our Commitment to Diversity

At CMA CGM, we take pride in being one of the most culturally diverse organisations locally and globally, fostering a respectful, inclusive, and collaborative environment where all employees can thrive. Our strength lies in our people, and embedding Diversity, Equity, and Inclusion (DEI) into our culture is essential to our ongoing success. By Acting for

People, we harness the unique perspectives and experiences of our teams, benefiting our employees, customers, and the communities we serve. We actively welcome and encourage applications from all qualified individuals, regardless of indigenous status, race, religion, gender identity or expression, sexual orientation, national origin, disability, age, or any other characteristic.

Join us at CMA CGM, where your potential meets endless possibilities, and together, we shape the future of global shipping.