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CMA CGM Belgium | 15.11.2024 | Antwerp

Customer Service Officer (Standard)

Job offer details
  • Contract: Employee
  • Minimal Experience: 6 months to 2 years
  • Segmentation: Customer Service , Shipping Company
Job description

ABOUT THE ROLE

The Customer Service Officer provides exceptional customer service to our customers by offering support and customer onboarding on our digital journey, tailored to meet the unique needs and expectations. Our Customer Service department is divided within a variety of segments, whereas we are looking for a Customer Service Officer to further enforce our Standard team.

Your responsibilities vary from case management related to ownership, prioritization and analysis to working on Service Level Management.

More specifically,

  • Case Ownership, Ensure all customer queries (received via all channels) are responded within agreed SLA & quality by efficient collaboration with relevant stakeholders whilst keeping customer informed during the resolution process.
  • Case Prioritization, Prioritizing of customer requests based on the criticality of the query to meet customer expectations.
  • Case Analysis & Dispatch, Analyse customer queries and consult experts or dispatch to the correct team for faster/quality turnaround time.
  • Escalations, Alert and escalate customer recurring issues/pain points to your supervisor.

 

Also but not limited too,

  • Monitor SLA, Analyze customer Service Levels are maintained as tender/contract SOP

  • Manage all cases based on their threatment level. 

  • Answering customer inquiries: Responding to customer calls, cases or chat messages to provide support, answer questions, and resolve issues

  • Central point to handle exceptions / customer special demands

  • Resolving complaints in case of unexpected shipment disruptions/ issues

  • Addressing customer complaints or concerns in a professional and efficient manner, providing and appropriate solutions / alternatives within committed timeline

  • Contact customers and coordinate system modifications when needed (vessel delays, call omits, roll over, cut & run, late VGM etc.)

  • Collaborating with other departments and manage communication between Different Teams (Agency, HO, Customers…)

We are looking for individuals that have:

  • Experience within the shipping industry
  • Experience within similar roles within Customer Service/Customer Care
  • Effective communication skills (Ability to articulate various business scenarios with customers, senior business leaders & middle management)
  • Great customer facing skills with ability to build and nurture relationships
  • Demonstration of professional demeanor, positive attitude, and ability to manage stress through challenging situations.
CMA CGM Belgium Offres
CMA CGM Belgium

CMA CGM Group is the third largest shipping company in the world. We are present in 160 countries through more than 755 agencies and employ 155,000 people worldwide. With a young and varied fleet of 620 vessels, the CMA CGM Group operates on each of the world's seas. We have a pivotal role in world trade and therefore we put our environment, customers and employees at the centre of our concerns. CMA CGM Belgiu is based in Antwerp,

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