Senior Executive - Standard Desk (Import)

CMA CGM · India

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