Job Description

Led by Rodolphe Saadxc3xa9, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is continually innovating to offer its customers a complete and increasingly efficient range of new shipping, land, air and logistics solutions.Committed to the energy transition in shipping, and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target to become Net Zero Carbon by 2050.
Through the CMA CGM Foundation, the Group acts in humanitarian crises that require an emergency response by mobilizing the Group's shipping and logistics expertise to bring humanitarian supplies around the world.Present in 160 countries through its network of more than 400 offices and 750 warehouses, the Group employs more than 155,000 people worldwide, including 4,000 in Marseilles where its head office is located.CMA CGM Agencies India Pvt. Ltd. JOB DESCRIPTION Job Title : Standard Customer Service. Job Level : Senior Executive Department : Customer Care Reporting To : Customer Service Manager Location : Mumbai Role Summary: Provide exceptional customer service to the group standard customers by offering support and customer education on our digital journey, tailored to meet the unique needs and expectations according to standard Treatment Level in line with Group SLA. Core Responsibilities: xe2x9dx96 Case Management xe2x9cx93 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. xe2x9cx93 Case Prioritization, Prioritizing of customer requests based on the criticality of the query to meet customer expectations. xe2x9cx93 Case Analysis & Dispatch, Analyze customer queries and consult experts or dispatch to the correct team for faster/quality turn around time. xe2x9cx93 Escalations, Alert and escalate customer recurring issues/pain points to Regional Office Customer Care manager. xe2x9dx96 Service Level Management xe2x9cx93 Monitor SLA, ensure customer Service Levels are maintained as per SLA. xe2x9cx93 Proactive Monitoring xe2x9cx93 Manage lifecycle case management and dispatch cases to back-office team. Be the single entry point for all special cargo customer queries. xe2x9cx93 Customer service owns the entire lifecycle of interactions with customers and must not be forwarded to other departments xe2x9cx93 Answering customer inquiries: Responding to customer calls, cases or chat messages to provide support, answer questions, and resolve issues xe2x9cx93 Central point to handle exceptions / customer special demands xe2x9cx93 Resolving complaints in case of unexpected shipment disruptions/ issues xe2x9cx93 Addressing customer complaints or concerns in a professional and efficient manner, providing and appropriate solutions / alternatives within committed timelines xe2x9cx93 Coordinate with related internal teams and follow up to ensure Resolution xe2x9cx93 Contact customers and manage/coordinate system modifications when needed (vessel delays, call omits, roll over, cut & run, late VGM etc.) xe2x9cx93 Collaborating with other departments and manage communication between Different Teams (Agency, HO, Customersxe2x80xa6) xe2x9cx93 Identifying opportunities and propose to customers upsell or VAS such as Carrier haulage, VGM etc xe2x9cx93 Follow up on TPS and NPS feedback. xe2x9cx93 Face to face meeting with customer to create continuous improvement environment. xe2x9cx93 Identifying opportunities and propose to customers upsell and xsell (VAS/Carrier haulage/ VGM/CEVA services Key Performance Indicators: xe2x9cx93 Customer Satisfaction (NPS & TPS survey results) xe2x9cx93 First Call Resolution Ratio (FCRR) xe2x9cx93 Case Resolution TAT xe2x9cx93 IConnect Nice CX One Service Levels xe2x9cx93 Qualifications and Skill Sets: xe2x9cx93 Strong Knowledge in Shipping (minimum 5 Years of experience in liner shipping) xe2x9cx93 Excellent customer Service Experience (minimum 2 years of customer facing activity) xe2x9cx93 Effective communication skills (Ability to articulate various business scenarios with customers, xe2x9cx93 senior business leaders & middle management) xe2x9cx93 Great customer facing skills with ability to build and nurture relationships. xe2x9cx93 Demonstration of professional demeanor, positive attitude, and ability to manage stress xe2x9cx93 through challenging situations. xe2x9cx93 Excellent knowledge in LARA all modules xe2x9cx93 Understand CMA-CGM group organization, processes & Tools. xe2x9cx93 Basic proficiency with MS Office xe2x9cx93 Graduate (3 years regular course ) Any bachelor degree or Equivalent University DegrePlease ensure you are familiar with the CMA CGM Corporate guidelines

CMA CGM