Customer Service Officer

Cma Cgm; KwaZulu-Natal; On-site; ZAR 300 000 - 450 000; Full time

Job summary

A leading company in maritime logistics is seeking a dedicated customer service professional to manage customer interactions and ensure high-quality service delivery. The role involves addressing customer requests, coordinating with internal teams, and adhering to service KPIs. Ideal candidates will possess a diploma or degree in shipping maritime studies and have strong customer service skills. Join a dynamic team focused on excellence in customer care and operational efficiency.

Qualifications

• Knowledge of shipping procedures and processes.
• Relevant shipping courses.

Responsibilities

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

Skills

Knowledge of shipping procedures

Excellent customer service skills

Education

Diploma or Degree with a shipping maritime focus

Tools

Navis

Microsoft Office suite

Job description

Job Description

Roles and Responsibilities:

1. Focus on HO pre-determined "Advanced" list of customers, handling exceptions, customer requests, issues, complaints, disputes, and providing appropriate solutions or alternatives.
2. Coordinate with related internal teams and follow up to ensure resolution.
3. Contact customers and manage or coordinate system modifications when needed (vessel delays, call omits, rollover, cut & run, late VGM, etc.).
4. Manage booking amendments and cancellations (after empty release (MH) / transport order sent (CH)).
5. Arrange and attend customer meetings and provide ecommerce training support as required.
6. Adhere to customer service KPIs for Nova care and iConnect.
7. Ensure follow-up on idles and possible delays of cargo at connecting ports.
8. Provide customer service-related reporting to customer care management as needed.

Skills and Qualifications

• Knowledge of shipping procedures and processes.
• Diploma or Degree with a shipping maritime focus.
• Relevant shipping courses.
• Proficiency in Navis and Microsoft Office suite.
• Excellent customer service skills.

Personal Attributes

• Ability to use positive language.
• Time management skills.
• Ability to interpret customer needs.
• Goal-oriented focus.
• Persuasion skills.
• Tenacity.
• Willingness to learn.
• Team-oriented attitude.