Customer Service Professional

CMA CGM; Cape Town; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A global shipping and logistics leader is seeking a customer service representative to manage and resolve shipping-related inquiries. This role requires strong knowledge of shipping procedures, a diploma or degree with a maritime focus, and excellent customer service skills. The representative will coordinate with internal teams and customers, facilitate e-commerce adoption, and ensure compliance with service KPIs. Join the adventure at a prominent logistics company located in Cape Town, South Africa.

Qualifications

• Strong understanding of various shipping regulations and methods.
• Experience in handling customer issues and providing solutions.
• Ability to work with various internal teams and customers effectively.

Responsibilities

• Handle exceptions and customer requests regarding shipments.
• Coordinate with internal teams for resolution of issues.
• Promote E-Commerce adoption among customers.
• Ensure adherence to customer service KPIs.
• Regularly meet with customers to evaluate business needs.

Skills

Knowledge of shipping procedures and processes

Excellent customer service skills

Fully computer literate (Navis and Microsoft package)

Education

Diploma / Degree with shipping maritime focus

Relevant shipping courses

Job description

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.

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 to 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 ecommerce 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
• Relevant shipping courses
• Fully computer literate (Navis and Microsoft package)
• Excellent customer service skills

Personal Attributes

• Ability to use positive language
• Time Management skills
• Ability to “read” customers
• Goal-oriented focus
• Persuasion skills
• Tenacity
• Willingness to learn
• Team play

Come along on CMA CGM’s adventure !