Customer Service Officer (f/m/d)

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Customer Service Officer (f/m/d)

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.

For our office in Prague, starting at the earliest possible date and limited to 2 years and 6 months, we are looking for a Customer Service Officer (f/m/d).

Your responsibilities

• Case Management
• 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: Analyze customer queries and consult experts or dispatch to the correct team for faster/quality turn around time.
• Escalations: Alert and escalte customer recurring issues/pain points to Regional Office Customer Care manager.
• Monitor SLA: Ensure customer Service Levels are maintained as tender/contract SOP.
• Proactive Monitoring
• Act as exclusive single point of contact for customer & build strong relationship with the customer.
• Manage lifecycle case management and dispatch cases to back office team. Be the single entry point for all customer queries in a spoc mode.
• Customer Service owns the entire life cycle of interactions and under any circumstances customer must not be forwarded to other departments.
• 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 an appropriate solution / alternative within committed timelines.
• Coordinate with related internal teams and follow up to ensure Resolution Contact customers and manage/coordinate system modifications when needed (vessel delays, call omits, rollover, cut & run, late VGM etc.).
• Collaborating with other departments and manage communication between different teams (Agency, HO, Customers…)
• Follow up on TPS and NPS feedback.
• Identifying opportunities and propose to customers upsell and xsell (VAS/Carrier haulage/ VGM/CEVA services).

You bring aboard

• University Degree and/or Apprenticeship in shipping.
• Strong Knowledge in Shipping (minimum 5 years of experience in liner shipping).
• Customer Service Experience and mind set (minimum 2 years of experience of customer facing activity).
• Very good Czech and English language skills (written and spoken).
• 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.
• Basic proficiency with MS Office.

You can expect

• Varied activities in a pleasant working environment.
• Cashless meal allowance in the form of Pluxee restaurant passes.
• Flexible working time model.
• Extensive further training opportunities of your choice on our e-learning platform.
• Possibility of mobile working.
• Very good salary conditions depending on qualifications and professional experience.
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