Customer Service Officer [Standard II]

at  CMACGM

CMA CGM Belgium is located in Antwerp, we offer the opportunity to be part of one of the world leaders in shipping. Our mission is to lead sustainable change within the maritime industry. In order to achieve the goal of net zero carbon by 2050, sustainable development has become one of the main axes of the CMA CGM Group strategy.
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As part of its growth and development, CMA CGM Belgium is looking for a Customer Service Supervisor to join its Standard team within the Customer Service department.

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…)