Executive / Senior Executive Job Details | CMA CGM

Job Description

ID: 556521Location: Mumbai, INJob Title: Advanced Customer ServiceJob Level: Executive / Senior ExecutiveDepartment: Customer CareReporting: Customer Service ManagerCompany OverviewLed by Rodolphe Saad, 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 Groups 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.Role SummaryProvide exceptional customer service to the group Large/Advanced customers by offering support tailored to meet the unique needs and expectations according to Advanced 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 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
  • Propose to customers upsell or VAS such as Carrier haulage, VGM, etc.
  • Follow up on TPS and NPS feedback.
  • Conduct face-to-face meetings with customers to create a continuous improvement environment.
  • Identify opportunities and propose to customers upsell and cross-sell (VAS/Carrier haulage/VGM/CEVA service).

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 the 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) in any bachelor degree or equivalent university degree.

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

Keyskills :
customer service expertise case management skillscommunication abilitiesshipping knowledgesla monitoring escalations customer inquiries customer satisfaction customer queries customer care manager senior executive transition