Customer Service Officer

CMA CGM, Saudi Arabia, is staffed with knowledgeable and motivated industry professionals who work closely with its customers to provide them with the best possible service and high-quality transport of their cargo. As a result of expanding our organization, we are currently looking for a Customer Service Officer to join our fast-growing and challenging organization.Position: Customer Services Officer

Location: JeddahJob Overview:The Customer Service Officer is responsible for managing customer inquiries, resolving complaints, and ensuring a high level of customer satisfaction throughout the shipping process.

This role collaborates closely with internal teams to ensure timely case resolution, communicate shipment updates, and optimize service delivery. The ideal candidate will leverage strong communication and problem-solving skills to improve customer experience, monitor key performance indicators, and support continuous process improvement.Advanced Desk Responsibilities:Single-entry point for all customer care queriesFull case ownership throughout the entire lifecycle – no forwarding to other departmentsRespond to customer calls, cases, and chats within SLA timelinesHandle complaints and shipment disruptions professionally and efficientlyCoordinate with internal teams to ensure timely resolutionCommunicate with customers regarding operational updates (vessel delays, rollovers, etc.)Follow up on customer KPIs such as FCRR, TAT, and NPSConduct regular meetings with customers to drive continuous improvementIdentify and promote value-added services (VAS) such as Carrier Haulage or VGMStandard Desk:Manage all cases based on FIFO (First In – First Out) principlePromote and guide customers through the digital journey for a more efficient experienceSpecial Desk:Handle Direct Delivery and Breakbulk shipmentsExecute and follow up on delivery processesManage tailored solutions for special cargo and commoditiesRegularly meet with customers to review business needsAct as setup point for special exceptions (e.g., fruit, cross-sell, etc.)Qualifications & Profile:2-4 years of experience in Shipping & LogisticsStrong customer and vendor relationship management skillsProven ability to drive change, innovation, and process improvementExcellent communication, presentation, and decision-making skillsTeam player with a proactive and professional attitudeProficient in MS Office applicationsExcellent verbal and written communication skills.