Customer Service Officer

Jump Aboard

We are CMA CGM, the business that moves in excess of 22 million containers of cargo every year from over 400 different seaports. Backed by a diverse portfolio of brands and subsidiaries, the CMA CGM Group is the third largest container shipping Group in the world, making us well equipped to move cargo from door-to-door, on a global scale.

ANL is a long-standing brand within the CMA CGM Group with a vision for the future. Headquartered in Melbourne, ANL Container Line offers shipping services to all major Oceania destinations, with extensive coverage throughout Australia, New Zealand, Asia, the West Coast of America, Papua New Guinea, the Indian Subcontinent and the Pacific Islands.

Our mission is to lead sustainable change within the maritime industry. As we embark on this large-scale transformation journey, we are calling for our team members to be both bold and imaginative to achieve the needs of our business. We are growing and changing the way we serve our customers. If you are willing to roll your sleeves up and contribute to this journey, we would love to hear from you

About the Role:

Reporting to: Export Standard Customer Service Supervisor

Employment Type: Permanent, full-time

Work Location: Melbourne, VIC

As a Customer Service Officer (Export Standard), you will manage customer inquiries across multiple channels, provide accurate and timely shipment information, promote value-added services, and collaborate with internal and external stakeholders to enhance the overall customer experience while adhering to quality and safety standards.

The role and responsibilities will include:

• Respond to customer enquiries via phone, email, and chat, providing timely and accurate information.
• Investigate and resolve customer issues by collaborating with internal teams and external partners.
• Deliver clear, professional written and verbal communication to ensure a high standard of customer service.
• Identify opportunities to offer Value Added Services that align with customer needs.
• Use MYCS and other internal systems to manage queries and enhance the customer experience.
• Follow Quality Management System procedures and contribute to process improvements.
• Share knowledge, assist in training new team members, and support team performance and development.

To be successful in this role, you will need:

• Strong customer service skills with the ability to handle multiple enquiries efficiently.
• Excellent written and verbal communication abilities.
• Proficiency in using Microsoft Office and customer service platforms such as MYCS or Salesforce.
• Ability to multitask, prioritize, and work well under pressure.
• A proactive and solution-focused mindset with attention to detail.
• Knowledge or experience in shipping, logistics, or supply chain industries is preferred.
• Ability to work independently as well as collaboratively within a team environment.

To be eligible for this role, you must be an Australian citizen or a permanent resident.

If you are a New Zealand citizen and planning to relocate permanently to Australia, you are more than welcome to apply.

Please note that remote working from overseas and interstate locations will not be considered.

Why join CMA CGM?

We are continuously striving to provide new opportunities and benefits that make our business a great place to work, but the truth is that it's our people who make us want to come to work every day. We make time to engage, connect and celebrate the moments that matter with our colleagues.

We have a strong culture built around supporting progression and promotion and offer a diverse and engaging training calendar that provides you with the opportunity for growth, no matter your interests.

In an ever-changing economy, the shipping industry remains a beacon of stability, and our continued success is a testament to our unwavering commitment to excellence. We prioritise delivering exceptional experiences to both our customers and our employees.

The CMA CGM Group is also deeply committed to sustainability. We demonstrate our dedication to acting for the planet, people, and fair trade, through initiatives like reducing greenhouse gas emissions, empowering women in the workplace, educating employees on climate issues, and engaging in community and environmental projects.

Some of our other benefits include:

Flexible Working Options

Additional Leave Days

Paid Parental Leave

Novated Lease

Free gym membership

Opportunity to participate in volunteer initiatives with partner charities such as the Big Umbrella

Access to 3000+ learning resources and courses

Opportunity for career development in Asia Pacific, Europe and other office locations globally

Our Commitment to Diversity

CMA CGM is committed to providing a respectful and collaborative working environment where all our employees can thrive. Our strength is in our people, and embedding Diversity, Equity and Inclusion (DEI) into our culture is essential to our ongoing success. By Acting for People, we can harness the diversity of our teams, which benefits our employees, customers and communities in the markets we serve. We actively welcome and encourage applications from all qualified individuals, regardless of indigenous status, race, religion, gender identity or expression, sexual orientation, national origin, disability, age, or any other characteristic.

Join us at CMA CGM, where your potential meets endless possibilities, and together, we shape the future of global shipping.