Customer Services

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

• Single-entry point for all customer care queries
• Full case ownership throughout the entire lifecycle - no forwarding to other departments
• Respond to customer calls, cases, and chats within SLA timelines
• Handle complaints and shipment disruptions professionally and efficiently
• Coordinate with internal teams to ensure timely resolution
• Communicate with customers regarding operational updates (vessel delays, rollovers, etc.)
• Follow up on customer KPIs such as FCRR, TAT, and NPS
• Conduct regular meetings with customers to drive continuous improvement
• Identify and promote value-added services (VAS) such as Carrier Haulage or VGM

• Manage all cases based on FIFO (First In - First Out) principle
• Promote and guide customers through the digital journey for a more efficient experience

• Handle Direct Delivery and Breakbulk shipments
• Execute and follow up on delivery processes
• Manage tailored solutions for special cargo and commodities
• Regularly meet with customers to review business needs
• Act as setup point for special exceptions (e.g., fruit, cross-sell, etc.)

• 2-5 years of experience in Shipping & Logistics
• Strong customer and vendor relationship management skills
• Proven ability to drive change, innovation, and process improvement
• Excellent communication, presentation, and decision-making skills
• Team player with a proactive and professional attitude
• Proficient in MS Office applications