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Friday, 9 September 2022

New Job Vacancy at CMA CGM Tanzania - Customer Service Officer

  AjiraLeo Tanzania       Friday, 9 September 2022
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AJIRA LEO TANZANIA
CMA CGM Tanzania
Jobs in Tanzania 2022: New Jobs Vacancies at CMA CGM Tanzania, 2022
CMA CGM Tanzania Jobs 2022
Customer Service Officer
Job Title
: Customer Service Officer Customer Service Officer
ID
: 507371
Location: Dar Es Salaam, TZ
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.
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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 150,000 people worldwide, including 2,900 in Marseilles where its head office is located.

Position Summary:

This position reports to Documentation Manager, South Corridor administratively and Cluster Customer Service Manager functionally.

The position is responsible for handling all customer relations and queries regarding their shipments on CMA CGM vessels the agency. Customer service role is to serve the customer in all queries and keep them well informed on all customer care related matters. This includes sending timely customer advisories, handling exception requests, managing delays at PTS, booking cancellations, dispute coordination, follow up on and closure, customer education on e-commerce transactions and making periodic customer on-site visits. Core responsibility is to ensure manage customer relations with regards to customer care related issues, enhance customer satisfaction and information flow.

The scope is Tanzania.
Recommended:

Main tasks and Responsibility
  • Customer Service Tasks Managing email/phone response on customer service email queues to ensure timely response to internal and external customers as per company SOPs.
  • Attending face to face/ virtual meetings with customers and commercial account owners to address any issues raised and to educate customers on CMA CGM e-commerce /VAS products
  • Sending out timely and professional customer advisories while maintaining a clean data base of all customer contacts (emails, telephone numbers, profiles, contact persons and office locations)
  • New partner code creation and updating general contacts in LARA in line with SOPs.
  • Manage Vesse/Voyage changes and customer communications; have a list of impacted containers, follow up for update of JLs, send advisory about the change, send a confirmation all updates complete to customer care manager and other relevant stakeholders.
  • Transhipment /DIT requests follow up; extract reports on cargo delayed at transhipments, request status, push for loading within sold transit times, identify sensitive shipments to flag them as hot box, follow up on customers priority requests at PTS, advice/educate customers and update charges applicable.
  • Manage Cancellation process for bookings; Ensure booking cancellation fees/detention are notified to the customer and invoiced, request container to be unassigned for cancelled bookings post invoicing.
  • Coordinate with Centralized Cargo readiness and booking desks in case of short shipments/ local cargo shut outs in order to send advisories to the affected customers immediately post vessel sail reconciliation is completed.
  • End to end follow up on Re-export of import container requests; OBLs surrender, authorization letters, customs approval, equipment approval, update of REX tracking move, re-export booking creation, adding container and moves, D&D invoicing and local charges collection, handling customs and equipment rejections and timely daily updates to the consignee/shipper/booking party.
  • Follow up with consignees on collect charges acceptance at POD KEMBA and timely notifying POLs on outcomes.
  • Follow up on other department queries to Customer care to ensure end to end resolution.
  • Proactive customer service process improvement and adoption of new process/tools roll outs to enhance efficiency and productivity.
  • Strict adherence and compliance with SOPs, CMA CGM Group processes & policies and local authority requirements and deadlines.
Please ensure you are familiar with the CMA CGM Corporate Internal Mobility guidelines
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