Customer Service Professional Pakistan

ID: 584757

Location:
Karachi, PK

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Customer Service Professional Pakistan

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.

Role Overview

The Customer Service Professional plays a key role in delivering exceptional customer experience by efficiently managing customer inquiries, requests, and concerns. This role requires clear communication of any service limitations, including costs, delays, or operational constraints, while building and maintaining strong client relationships. The ideal candidate must thrive in a fast-paced environment and handle high-volume interactions with composure.

Key Responsibilities

1. Customer Support & Guidance

Provide prompt and effective customer support through phone, email, and live chat.
Handle inquiries, concerns, and complaints in a professional and courteous manner.
Keep customers informed about the status and resolution of their requests.
Support booking teams, VIP/special desks, and stakeholders with guidance on processes, disputes, and customer profiles where applicable.
Manage end-to-end escalations, ensuring timely resolution within defined Service Level Agreements (SLAs).

2. Product & Service Knowledge

Develop and maintain in-depth knowledge of company products and services.
Educate customers on product features, usage, and benefits.
Stay updated on new offerings, changes, and service updates.
Identify opportunities to promote relevant products and services during interactions.

3. Documentation & Reporting

Maintain accurate records of customer interactions, feedback, and resolutions.
Prepare regular reports (daily, weekly, monthly) and dashboards.
Update customer profiles and manage booking amendments as per company guidelines.
Monitor invoices, cancellations, and booking changes in compliance with corporate policies.
Ensure strict compliance with global trade regulations, documentation accuracy, and data privacy standards.

4. Customer Feedback & Insights

Collect and analyze customer feedback to identify improvement opportunities through TPS.
Share actionable insights with management to enhance service quality and customer satisfaction.

5. Cross-Functional Collaboration

Work closely with Sales, Marketing, Finance, Operations, and Product teams to resolve issues and improve customer satisfaction.

6. Problem Resolution

Investigate and resolve customer complaints efficiently and effectively.
Collaborate with internal teams to implement solutions and ensure customer satisfaction.
Proactively anticipate operational delays and communicate contingency plans to clients.

7. Policy Compliance

Ensure adherence to company policies, procedures, and service standards.
Educate customers on relevant policies when required.

8. Continuous Improvement

Contribute to improving customer service processes and operational efficiency.
Proactively suggest and implement enhancements where applicable.

9. Brand Representation

Represent the company in a professional and positive manner.
Maintain a customer-centric approach in all interactions.

Qualifications & Profile

Bachelor’s degree required (Postgraduate qualification preferred).
Prior experience in shipping, freight forwarding, or logistics industry is an advantage.
Strong communication and interpersonal skills (written and verbal English) (Fluency in an additional language is a plus).
Good understanding of shipping terminology, booking, invoicing, Documentation and customer service processes.
Proactive mindset with strong problem-solving abilities.
Proficiency in latest tools, especially Excel and PowerPoint (Salesforce and Qlik Sense is an advantage).
Knowledge of Export and Import procedure, Bills of Lading, Delivery Orders, and general shipping procedures.
Ability to multitask and manage time effectively under peak season workloads and tight shipping windows.

Core Competencies

Customer Service Orientation
Attention to Detail & Documentation Accuracy
Time Management & Organizational Skills
Integrity & Confidentiality
Team Collaboration
Resilience & Stress Tolerance
Conflict Resolution & De-escalation Skills

Come along on CMA CGM’s adventure !