Customer Service Officer

JOB SUMMARY

a.Provide a high level of Customer Service relate functions for domestic and international customers by developing and maintaining a strong relationship with customers' front line person.b.Responsible for KPI of CMA CGM Indonesia relate to Customer Service, to ensure achieve the positive result.c. Work closely with booking, cargo readiness/cargo control, service delivery, sales, other department or other agency to define the Customer Service strategy to deliver a good service.

 

DUTIES & RESPONSIBILITIES

a.Receive, verify and process customers’ requirement both export and import. Ensure customer KPI’s meets Group and/or Agency requirement.b.Ensure the implementation of Group and/or Agency processes and procedures in processing customer’s requirement and issue invoice to customer accordingly for any additional services.c.Communicate immediately with superior/manager for any finding, difficulties, problems, issues and mistake in daily activities as Customer Service and ensure to receive an efficient and effective resolution mechanism in place after  analyzing root of issues.d.Handle timely incoming and outgoing calls. Reduce unattended calls up to level max 0% from total incoming calls per week and/month with call accessibility 90%e.Handle timely incoming and outgoing e-mails. Email(s) received before 4.30PM on working days must be responded in the same day. f.Handle cases and claims of damaged container, cargo damage, missing seal, long idle etc. as per updated CMA CGM Group claim and idle procedure. Get the advice/assistance from superior or managers for any unclear matters during the process. g.Coordinate with booking, cargo readiness/cargo control, service delivery sales, other related departments and other agency for smooth operations/process in the Customer Service with the Customer Care Manager’s approval or acknowledgementh.Follow and pass the training (both internal/external) designed by CMA CGM Group or Agency leveli.Assist customer on how to optimize and use CMA CGM group e-business dashboard (e-NOA, e-Invoice, e-payment etc.)j.  Prepare daily/ weekly/ monthly productivity reports and submit it to Head of team/Manager. k.Attend regular team meeting and other meetings as required.l.Comply with Principal’s policy.mDo any other assignments when assigned by direct superior/ Head of team/ Manager. For some branch offices, considering the number of people, Customer Service will have a role and responsibility as Service Delivery also and handle multiple brand or area coverage follow the assignment from direct supervisor/manager.

JOB SPECIFICATIONS

Minimum Level of Qualification:

1. Min. 1-2 years working experience in international shipping / freight-forwarding
2. Bachelor’s Degree preferably or qualified in customer handling

Professional Skills:

1. English Fluency in communication and correspondence 
2. Knowledge of trade / destination rules
3. Good communication
4. Proficient in system and computer literacy

Personal Qualities:

1. Positive attitude and pleasant personality
2. Highly motivated, result oriented individual with organization skills and ability to solve problems
3. Experience in providing Customer Service support, Customer Service orientation