Customer Service Officer vacancy at CMA CGM Group

Position: Customer Service Officer

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.

Main Tasks and Responsibility

Manage lifecycle case management and dispatch cases to the back-office team. BE THE SINGLE-ENTRY POINT FOR ALL CUSTOMER CARE QUERIES from STANDARD CUSTOMERS
Case ownership through the entire lifecycle of interactions with customers and must not be forwarded to other departments.
Answering customer inquiries: Responding to customer calls, cases or chat messages to provide support, answer questions, and resolve issues within service level agreement.
The 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 appropriate solutions/alternatives within committed timelines
Coordinate with related internal teams and follow up to ensure resolution of cases
Contact customers and manage/coordinate system modifications when needed (vessel delays, call omits, rollover, cut & run, late VGM etc.)
Collaborating with other departments and managing communication between Different Teams (Agency, HO, Customers…)
Identifying opportunities and propose to customers upsell or VAS such as Carrier haulage, VGM etc
Follow up on TPS and NPS FEEDBACK for assigned customer
Face to face meeting with customer to create continuous improvement environment for assigned customer
Own assigned customers KPIs and Follow up on KPIs measurement such as CAS TAT, FIRST CONTACT RESOLUTION ETC
Identifying opportunities and propose to customers upsell and xsell(VAS/Carrier haulage/ VGM/CEVA services
Attending face to face/ virtual meetings with customers and commercial account owners to address any issues raised and to educate reefer customers on CMA CGM e-commerce /VAS products
Sending out timely and professional customer advisories while maintaining a clean data base of all customer contacts (emails, telephone numbers, profiles, contact persons and office locations)
New partner code creation and updating general contacts in LARA in line with SOPs.
Proactive customer service process improvement and adoption of new process/tools roll outs to enhance efficiency and productivity.
Manage Cancellation process for bookings; Ensure booking cancellation fees/detention are notified to the customer and invoiced, request container to be unassigned for cancelled bookings post invoicing.
Timely escalation of complex complaints keep log/input complaints and advice customers on progress and resolution.
Follow up on Customer Satisfaction survey feedback
Prompt and daily Customer call backs for Nova touch point surveys and annual call backs for global surveys.
Reporting on complex cases and following up to ensure the customer’s complaints/needs are addressed and feedback is given.
Miscellaneous related duties, tasks and projects as may be assigned