Customer Service Officer - Advanced (f/m/d)

at  CMACGM

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.
You can find more information on: www.cma-cgm.com
For our office in Hamburg we are recruiting a: Customer Service Officer - Advanced (f/m/d)
Provide exceptional customer service to the group Large/Advanced customers by offering support tailored to meet the unique needs and expectations according to Advanced Treatment Level in line with Group SLA.

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 escalate customer recurring issues/pain points to Regional Office Customer Care manager and related Customer Care Account Manager
Service Level Management
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 and appropriate solutions / alternatives within committed timelines
Coordinate with related internal teams and follow up to ensure ResolutionContact customers and manage/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…)
Follow up on TPS and NPS feedback.
Identifying opportunities and propose to customers upsell and xsell (VAS/Carrier haulage/ VGM/CEVA services)