Customer Service Officer

CMA CGM

Customer Service Officer for CMA CGM handling customer inquiries and case management in shipping. Collaborating across teams to ensure quality service for customers in Prague.

Posted 7/14/2026full-timePrague • CzechiaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong case management capabilities, ensuring effective customer query resolution and maintaining service level agreements. Proficient in shipping operations with a focus on customer service excellence and relationship building.

Highest-signal resume keywords

Case ManagementCustomer Service ExperienceShipping KnowledgeEffective Communication SkillsCzech and English Language Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Case AnalysisCase PrioritizationService Level ManagementCustomer Query ResolutionProactive Monitoring

Soft Skills

Relationship BuildingProfessional DemeanorPositive AttitudeStress ManagementCustomer Facing Skills

Tools & Technologies

MS Office

Industry Keywords

Liner ShippingCustomer CareSLA ManagementNPS FeedbackUpselling

About the role

Key responsibilities & impact

Case Management
Case Ownership: Ensure all customer queries (received via all channels) are responded within agreed SLA & quality by efficient collaboration with relevant stakeholders whilst keeping customer informed during the resolution process.
Case Prioritization: Prioritizing of customer requests based on the criticality of the query to meet customer expectations.
Case Analysis & Dispatch: Analyze customer queries and consult experts or dispatch to the correct team for faster/quality turn around time.
Escalations: Alert and escalate customer recurring issues/pain points to Regional Office Customer Care manager
Service Level Management
Monitor SLA: Ensure customer Service Levels are maintained as tender/contract SOP
Proactive Monitoring
Act as exclusive single point of contact for customer & build strong relationship with the customer
Manage lifecycle case management and dispatch cases to back office team.
be the single entry point for all customer queries in a spoc mode
Customer Service owns the entire life cycle of interactions and under any circumstances customer must not be forwarded to other departments.
Answering customer inquiries: Responding to customer calls, cases or chat messages to provide support, answer questions, and resolve issues
Central point to handle exceptions / customer special demands
Resolving complaints in case of unexpected shipment disruptions/ issues
Addressing customer complaints or concerns in a professional and efficient manner, providing and appropriate solutions / alternatives within committed timelines
Coordinate with related internal teams and follow up to ensure ResolutionContact customers and manage/coordinate system modifications when needed (vessel delays, call omits, roll over, cut & run, late VGM etc.)
Collaborating with other departments and manage communication between Different Teams (Agency, HO, Customers…)
Follow up on TPS and NPS feedback.
Identifying opportunities and propose to customers upsell and x-sell (VAS/Carrier haulage/ VGM/ CEVA services)

Requirements

What you’ll need

University Degree and/or Apprenticeship in shipping
Strong Knowledge in Shipping (minimum 5 years of experience in liner shipping)
Customer Service Experience and mindset (minimum 2 years of experience of customer facing activity)
Very good Czech and English language skills (written and spoken)
Effective communication skills (Ability to articulate various business scenarios with customers, senior business leaders & middle management)
Great customer facing skills with ability to build and nurture relationships
Demonstration of professional demeanor, positive attitude, and ability to manage stress through challenging situations
Basic proficiency with MS Office

Benefits

Comp & perks

Permanent employment contract: We want you to feel comfortable with us in the long term
Varied activities in a pleasant working environment
An attractive workplace in Prague
Company pension scheme
Cashless meal allowance in the form of Pluxee restaurant passes
Flexible working time model
Extensive further training opportunities of your choice on our e-learning platform
Possibility of mobile working
Very good salary conditions depending on qualifications and professional experience