CMA CGM
Website:
cma-cgm.com
Job details:
JOB DESCRIPTION
Job Title : Executive
Department : Customer Care
Sub Department : Customer Service - Import
Reporting : Customer Service Manager
Role Summary:
❖Provide exceptional customer service to the group Large/Standard customers by offering support tailored to meet the unique needs and expectations according to Standard Treatment Level in line with Group SLA.
Core Responsibilities:
❖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 per SLA.
▪Proactive Monitoring
▪Manage lifecycle case management and dispatch cases to back-office team. Be the single entry point for all special cargo customer queries.
▪Customer service owns the entire lifecycle of interactions with customers and 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 Resolution
▪Contact 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…)
▪Identifying opportunities and propose to customers upsell or VAS such as Carrier haulage, VGM etc
▪Follow up on TPS and NPS feedback.
▪Face to face meeting with customer to create continuous improvement environment.
▪Identifying opportunities and propose to customers upsell and xsell (VAS/Carrier haulage/ VGM/CEVA services
Key Performance Indicators:
❖Customer Satisfaction (NPS & TPS survey results)
❖First Call Resolution Ratio (FCRR)
❖Case Resolution TAT
❖IConnect Nice CX One Service Levels
Qualifications and Skill Sets:
❖Strong Knowledge in Shipping (minimum 5 Years of experience in liner shipping)
❖Excellent customer Service Experience (minimum 2 years of customer facing activity)
❖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.
❖Excellent knowledge in LARA all modules
❖Understand CMA-CGM group organization, processes & Tools.
❖Basic proficiency with MS Office
❖Graduate (3 years regular course ) Any bachelor degree or Equivalent University Degree
Work location:
Address: CMA CGM Agencies (India) Pvt Ltd., A24/25, SVK Towers, 7th Floor Guindy Industrial Estate, Chennai - Tamil Nadu - 600032
Click on Apply to know more.
