Customer Service Officer

CMA CGM; Saudi Arabia; On-site; SAR 60,000 - 120,000; Full time

Job summary

CMA CGM in Jeddah is seeking a Customer Services Officer to act as the single-entry point for all customer care queries and maintain full lifecycle ownership of cases. The role emphasizes timely responses, professional handling of disruptions, and close coordination with internal teams to ensure resolutions.

The candidate will engage with customers on operational updates, drive continuous improvement, and promote value-added services to optimize cargo transport and service quality.

Qualifications

• 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.

Responsibilities

• Single-entry point for all customer care queries.
• Full case ownership throughout the 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.

Skills

CRM skills

Communication

MS Office

Team player

Decision making

Vendor management

Tools

CRM systems

Job description

Position: Customer Services Officer

Location: Jeddah

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.

Advanced Desk Responsibilities:

• 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

Standard Desk:

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

Special Desk:

• 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.)

Qualifications & Profile:

• 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