Customer Service Professional

American President Lines; Cape Town; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A global shipping and logistics company is seeking a Customer Service Professional located in Cape Town, South Africa. The role involves managing customer requests, coordinating internal teams, and ensuring service quality while adhering to customer service KPIs. Candidates should have a diploma or degree related to shipping, strong knowledge of shipping procedures, and be fully computer literate. This position offers the chance to work within a leading organization in the maritime logistics sector.

Qualifications

• Strong understanding of maritime shipping industry.
• Ability to handle customer complaints and provide solutions.
• Capable of coordinating with multiple internal teams.

Responsibilities

• Handle customer requests, issues, and provide appropriate solutions.
• Coordinate with internal teams for issue resolution.
• Contact customers for system modifications related to shipping.

Skills

Knowledge of shipping procedures and processes

Fully computer literate (Navis and Microsoft package)

Education

Diploma / Degree with shipping maritime focus

Job description

Customer Service Professional South Africa

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.

Location: Cape Town, ZA

Roles and Responsibilities

• Focusing on HO pre-determined “Special – RF/OOG/HAZ” list of customers, you handle exceptions / customer requests / issues / complaints / disputes and provide appropriate solutions / alternatives.
• Coordinate with related internal teams and follow up to ensure resolution.
• Contact customers and manage / coordinate system modifications when needed (vessel delays, call omits, rollover, cut & run, late VGM etc.).
• Arrange and attend customer meetings and provide e‑commerce training support as and when required. Promote E‑Commerce adoption.
• Adhere to customer service KPI for Nova care as well as iConnect.
• Ensure follow up on idles as well as possible delays of cargo at connecting ports.
• Provide any customer service‑related reporting to customer care management as and when required.
• Manage extra tailor‑made tasks based on commodity/special cargo needs.
• Regularly meet with customers to review business needs and work on targets (Customer Journey Mappings (CJM’s)).

Skills and Qualifications

• Knowledge of shipping procedures and processes.
• Diploma / Degree with shipping maritime focus.
• Fully computer literate (Navis and Microsoft package).