Executive/Senior Executive

Job Description

: ID: 558696Location: Ahmedabad, INJob Title: Standard Customer ServiceJob Level: Senior ExecutiveDepartment: Customer CareReporting To: Customer Service ManagerLocation: KolkataRole 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:

• 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 the 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 turnaround 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 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 managing communication between different teams (Agency, HO, Customers).
• Identifying Opportunities:
  • Propose to customers upsell or VAS such as Carrier haulage, VGM, etc.
  • Follow up on TPS and NPS feedback.
  • Face-to-face meetings with customers to create a continuous improvement environment.
  • Identifying opportunities and propose to customers upsell and cross-sell (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 the 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.

Please ensure you are familiar with the CMA CGM Corporate Internal Mobility guidelines.

Keyskills :
customer service excellence case management proficiency effective communicationshipping knowledgeproblem resolution skillsescalations customer inquiries customer satisfaction customer queries customer care manager senior executive transition