Customer Service Professional South Africa

American President Lines; Durban; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading global shipping and logistics company is seeking a Customer Service Professional in Durban. The role involves managing customer requests, coordinating with internal teams, and ensuring adherence to service KPIs. Ideal candidates will have a maritime focus and be proficient in customer service and problem-solving.

Qualifications

• Knowledge of shipping procedures and processes.
• Fully computer literate.

Responsibilities

• Handle exceptions, customer requests, issues, and complaints.
• Coordinate with internal teams for resolution.
• Manage booking amendments and cancellations.

Skills

Customer Service

Problem Solving

Communication

Education

Diploma or Degree with a maritime shipping focus

Tools

Microsoft Office

Job description

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ID: 559528

Location:

Durban, ZA

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.

Roles and Responsibilities:

• Handle exceptions, customer requests, issues, complaints, and disputes focusing on the HO pre-determined “Advanced” list of customers, providing appropriate solutions or alternatives.
• Coordinate with related internal teams and follow up to ensure resolution.
• Contact customers and manage or coordinate system modifications when needed (e.g., vessel delays, call omissions, rollover, cut & run, late VGM).
• Manage booking amendments and cancellations (after empty release [MH] / transport order sent [CH]).
• Arrange and attend customer meetings and provide e-commerce training support as required.
• Adhere to customer service KPIs for Nova care and iConnect.
• Follow up on idle cargo and possible delays at connecting ports.
• Provide customer service-related reports to customer care management as needed.

Skills and Qualifications:

• Knowledge of shipping procedures and processes.
• Diploma or Degree with a maritime shipping focus.
• Fully computer literate (Navis and Microsoft Office suite).