CMA CGM
CMA CGM
CMA CGM is a global transport and logistics company operating across ocean shipping, land-based logistics, air freight, and supply-chain services. Its network connects more than 420 ports across five continents, with operations spanning 160 countries and a workforce of over 155,000 people. The group includes CEVA Logistics and CMA CGM AIR CARGO, and continues to invest in operational innovation, sustainability, and humanitarian initiatives through the CMA CGM Foundation. Job seekers can explore opportunities across its shipping, logistics, air cargo, and corporate teams.

Customer Service Officer - Ho Chi Minh City Onsite

Support customer cases, complaints, and shipment exceptions for CMA CGM’s shipping and logistics operations. Coordinate internal resolution efforts while encouraging customers to use digital services.

Description

  • Oversee customer cases from intake through resolution, assigning them to the back-office team when needed.
  • Act as the primary contact for customer questions and service requests.
  • Respond to customer calls, case submissions, and chat messages.
  • Resolve exceptions, special requests, and complaints involving shipment disruptions.
  • Deliver solutions or suitable alternatives within agreed service timelines.
  • Work with internal teams and track open issues through to resolution.
  • Contact customers and arrange system updates for vessel delays, omitted calls, rollovers, cut-and-runs, late VGM submissions, and comparable incidents.
  • Coordinate communications among agencies, head office, customers, and other departments.
  • Spot opportunities for upselling and value-added services, including carrier haulage and VGM.
  • Review and follow up on TPS and NPS feedback.
  • Meet customers in person to support ongoing service improvements.
  • Take ownership of assigned customer KPIs and track measures including CAS TAT and first-contact resolution.
  • Encourage digital service adoption and guide customers through the digital journey.

Requirements

  • Bachelor’s degree in Sea Transportation, Export-Import, International Business, Foreign Trade, or a related discipline.
  • One to three years of experience in a comparable role at a shipping company or freight forwarder.
  • A proactive, patient, responsible, accountable approach with a strong customer-service mindset.
  • Demonstrated problem-solving ability.
  • Strong communication skills.
  • Good English communication skills.
  • Advanced Microsoft Office proficiency, particularly Excel for reporting.

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