Customer Service Officer

CMA CGM; Umhlanga Rocks; On-site; ZAR 250 000 - 350 000; Full time

Job summary

A leading shipping company is looking for a customer-focused professional to manage customer requests and provide solutions. The ideal candidate will have a maritime background and excellent communication skills, ensuring high customer service standards. Responsibilities include coordinating with internal teams and managing customer meetings. Join a dynamic team and contribute to enhancing customer experience in the shipping industry.

Qualifications

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

Responsibilities

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

Skills

Customer Service

Time Management

Persuasion

Goal-oriented

Team Player

Education

Diploma / Degree with shipping maritime focus

Relevant shipping courses

Tools

Navis

Microsoft package

Job description

Job description:

Roles and Responsibilities:

• Focusing on HO pre-determined “Advanced” 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.)
• Manage booking amendments / cancellation (after empty release [MH] / transport order sent [CH])
• Arrange and attend customer meetings and provide ecommerce training support as and when required
• 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.

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 player

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