Customer Service Professional United Arab Emirates (Dubai)

American President Lines; Dubai; On-site; USD 50,000 - 70,000; Full time

Job summary

A leading company in shipping and logistics seeks a Customer Service Professional in Dubai. In this role, you will provide tailored service to strategic customers, ensuring adherence to service levels and compliance with contracts. Your expertise in liner shipping and customer-facing roles will be essential in building strong relationships while managing customer inquiries effectively.

Qualifications

• Minimum 5 years in liner shipping with strong industry knowledge.
• At least 2 years in customer-facing roles.
• Effective communication abilities with various stakeholders.

Responsibilities

• Manage customer cases and ensure responses within SLA.
• Prioritize customer requests based on urgency.
• Build strong customer relationships and monitor service levels.

Skills

Customer Service Skills

Relationship Building

Effective Communication

Stress Management

Job description

Press Tab to Move to Skip to Content Link

Select how often (in days) to receive an alert:

ID: 562637

Location:

Dubai, AE

Customer Service Professional United Arab Emirates (Dubai)

Led by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports worldwide on five continents. Its subsidiaries, CEVA Logistics and CMA CGM AIR CARGO, provide comprehensive logistics solutions. The group is committed to energy transition, aiming for Net Zero Carbon by 2050, and actively participates in humanitarian efforts through the CMA CGM Foundation.

With a presence in 160 countries, over 400 offices, and 750 warehouses, the group employs over 155,000 people globally, including 4,000 in Marseille, where the head office is located.

Role:

Provide personalized 'Red Carpet' service to strategic customers, supporting their needs according to Treatment Level.

Responsibilities:

• Manage customer cases, ensuring responses within SLA and maintaining quality through collaboration.
• Prioritize customer requests based on urgency.
• Analyze queries and coordinate with experts or dispatch to appropriate teams for timely resolution.
• Escalate recurring issues to regional managers and relevant teams.
• Monitor SLA adherence and analyze service levels.
• Ensure compliance with tenders and contracts, and generate relevant reports.
• Proactively monitor customer accounts.
• Act as the single point of contact (SPOC) and build strong customer relationships.
• Support Customer Care Account Managers during reviews and operational discussions.
• Create reports on service delivery issues and share insights for improvement.

Skills and Experience:

• Minimum 5 years in liner shipping with strong industry knowledge.
• At least 2 years in customer-facing roles with excellent service skills.
• Effective communication abilities with various stakeholders.
• Strong relationship-building skills.
• Professional demeanor, positive attitude, and stress management skills.