Customer Services

CMA CGM, Saudi Arabia, is staffed with knowledgeable and motivated industry professionals who work closely with its customers to provide them with the best possible service and high-quality transport of their cargo. As a result of expanding our organization, we are currently looking for a Customer Service Officer to join our fast-growing and challenging organization.

Position: Customer Services Officer

Location: Dammam

Advanced Desk Responsibilities:

Single-entry point for all customer care queries

Full case ownership throughout the entire lifecycle no forwarding to other departments

Respond to customer calls, cases, and chats within SLA timelines

Handle complaints and shipment disruptions professionally and efficiently

Coordinate with internal teams to ensure timely resolution

Communicate with customers regarding operational updates (vessel delays, rollovers, etc.)

Follow up on customer KPIs such as FCRR, TAT, and NPS

Conduct regular meetings with customers to drive continuous improvement

Identify and promote value-added services (VAS) such as Carrier Haulage or VGM

Standard Desk:

Manage all cases based on FIFO (First In First Out) principle

Promote and guide customers through the digital journey for a more efficient experience

Special Desk:

Handle Direct Delivery and Breakbulk shipments

Execute and follow up on delivery processes

Manage tailored solutions for special cargo and commodities

Regularly meet with customers to review business needs

Act as setup point for special exceptions (e.g., fruit, cross-sell, etc.)

Qualifications & Profile:

2-5 years of experience in Shipping & Logistics

Strong customer and vendor relationship management skills

Proven ability to drive change, innovation, and process improvement

Excellent communication, presentation, and decision-making skills

Team player with a proactive and professional attitude

Proficient in MS Office applications