Customer Service Executive

CMA CGM; Singapore; On-site; SGD 40,000 - 54,000; Full time

Benefits offered by this job

Competitive salary

Job summary

CMA CGM Singapore is seeking a Customer Service Representative to support the Supervisor and take a leading role in managing customers’ shipments—from bookings and documentation to operations. You will act as a one-point contact and ensure a seamless flow of goods while upholding service quality and regulatory compliance.

You will liaise with internal teams, drive continuous improvements, promote CMA CGM e-Biz, and help reduce abandoned calls or service failures through diligent follow-up and

Qualifications

• This role requires a degree and at least 3 years in freight forwarding/logistics.
• Strong communication and presentation skills with meticulous service orientation.
• Proficiency in MS Office; knowledge of macros is advantageous.

Responsibilities

• Act as the main contact for customers and manage bookings, documentation and operations.
• Coordinate with Sales, Documentation and Operations to ensure end-to-end shipment flow.
• Identify process improvements and promote CMA CGM e-Biz to customers.

Skills

Customer service

MS Office

MS Excel

Communication

Interpersonal skills

Analytical

Team player

Education

Bachelor degree

Tools

Macro

Job description

This role supports the Customer Service Supervisor to manage the customer to effectively execute and achieve customer satisfaction via End-to-End process.

Equipped with a good knowledge of the company’s systems, processes, shipping regulatory requirements and corporate policies, the Customer Service Representative owns and takes a leading role in shipment management processes. As an integral part of Sales, Documentation and Operation interface, the role provides the customers with an efficient one-point contact - he/she will manage customers’ shipments involving bookings, documentation or operation issues, actively engage and ensure the seamless flow of customer’s shipments.

He/she is expected to deliver customer requirements accurately and timely while ensuring customer satisfaction. He/she will take ownership to enhance work efficiencies by continuously improving work processes and encouraging customers to use CMA CGM e-Biz products. By being thorough and vigilant, he/she will effectively help to reduce Abandon Call and prevent service failure which incurs recovery costs.

He/she takes the lead in liaising with appropriate internal and external parties to promptly resolve issues or to provide the needed information.

Key Responsibilities:

Customer Service (70%)

• Answering customer inquiries: Responding to customer calls, cases or chat messages to provide support, answer questions, and resolve issues
• Exception handling, problem resolution and continuous improvement
• Manage local VIP customers /accounts from the Standard desk
• Customer service owns the entire lifecycle of interactions with customers and must not be forwarded to other departments. Focal point to handle exceptions / customer special demands
• Addressing customer complaints or concerns in a professional and efficient manner, providing and appropriate solutions / alternatives within committed timelines
• Contact customers and manage/coordinate system modifications when needed (vessel delays, call omits, roll over, cut & run, late VGM etc.)
• Collaborating with other departments and manage communication between Different Teams (Agency, HO, Customers…)
• Identifying opportunities and propose to VAS customers such as Freetime, trucking, Concierge etc
• Follow up on TPS and NPS call back and response
• Face to face meeting with customer to create continuous improvement environment

Operations (30%)

• Manage operational requests related to cargoes across all account treatments (re-export, return cargo, DIT, Diversion, Service recoveries, transhipment declaration, change of Operator code and Inter gateway, Portnet releases)
• Attend to customer’s requests for container re-use, cargo claims, cross-bookings, container detention, damage container handling and depot cleaning/washing issues.
• Coordinate operational transaction / stowage requirements

What We're Looking For:

• Minimum a Degree Holder in any discipline with at least 3 years working experience in the freight forwarding/logistics industry;
• Good communication and presentation skills;
• Strong proficiency in MS Office, MS Excel, knowledge in Macro will be advantageous
• Meticulous and service-oriented;
• Good interpersonal skills;
• Analytical, independent and team player

Why Join CMA CGM?

• Be part of a global leader in shipping and logistics with ambitious growth plans.
• Work in a collaborative, inclusive, and supportive environment.
• Competitive salary and comprehensive benefits package.
• Opportunities for professional growth and regional exposure.

This role is opened for local employment only.

Salary package (local) & job title shall commensurate with experience.