Overview
Customer Service Officer Jobs in Aleppo, Aleppo Governorate, Syria at CMA CGM
Title: Customer Service Officer
Company: CMA CGM
Location: Aleppo, Aleppo Governorate, Syria
About the Role
The role is responsible for coordinating export and import documentation, tracking shipments, resolving customer inquiries, managing billing follow-ups, and ensuring smooth communication between clients, internal teams, and overseas offices. The ideal candidate has strong knowledge of the shipping industry, excellent problem-solving and communication skills, and a passion for delivering high-quality customer service while identifying opportunities to enhance customer value through additional logistics services.
Responsibilities
- Prepare a list of refund and distribute it to concerned parties.
- Update mailings in systems (agent e-mail/ ports addresses / ….)
- Handle NMC when requested by clients.
- Report & escalate issues with “general clients” to HOD.
- Creation of new accounts in the system.
- Invoices follow up.
- Tracking containers / Send priority to transshipment ports & keep the sales team in the loop for escalation.
- Report/ Escalate tracking issues to HOD.
- Initiate and follow up Lost B/L procedure (import & export).
- Assist clients on all export booking related matters.
- Weekly follow up on the “NO D/O” file – send weekly report to HOD.
- Weekly update on export B/L uncollected at front desk ( sailing date 14 days +) – send weekly report to HOD.
- Initiate coordination with General clients.
- Answer all clients phone calls.
- Relay to clients copies of invoices for both import & export as well as copies of import B/L once requested.
- Check Detention & Demurrage when requested by clients or by counter.
- Check container delivery dates once requested by counter.
- Provide clients with filled forms of WAYBILL or TELEX RELEASE (if applied in system or authorized by POL).
- Handle Nova cases.
- Identify customer needs and proactively propose upsell and cross‑sell opportunities, including Value‑Added Services (VAS), Carrier Haulage, VGM, and CEVA services.
- Owner of projects and surveys launched by HO & LRO.
Qualifications
- Bachelor’s degree in business and marketing or equivalent.
- MBA from a reputable institution.
- 5 years of experience in a related field.
- In all cases the incumbent should enjoy the ability and drive to learn quickly the shipping business.
Required Skills
- Shipping skills: knowledge in shipping business, CMA CGM services, competition services.
- Negotiation skills: ability to maintain good relation with client different in character, social level as well as a good relation with colleagues.
- Client orientation: ability to meet commitments providing good service and assistance in response to client’s requests and needs while keeping a positive attitude.
- Analytical skills: ability to gather, analyze and diverse information.
- Problem solving: ability to solve practical problems and to deal with a variety of concrete variables to provide efficient solutions for all problems faced.
- Time management (organization): ability to achieve work in limited time and prioritize activities.
- Communication: ability to speak / write clearly and briefly.
- Professionalism: ability to work with integrity and ethically.
- Good knowledge of written and spoken English, French and Arabic.
- PC based computer programs (word, excel, outlooks express).
