Senior Executive

4 weeks ago

Chennai, Tamil Nadu, India CMA CGM Full time

JOB DESCRIPTION

Job Title : Standard Customer Service.

Job Level : Executive / Senior Executive

Department : Customer Care

Sub Department : -

Reporting : Customer Service Manager Role Summary:

  • Provide 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 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 up sell 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 x sell (VAS/Carrier haulage/ VGM/CEVA services

Key Performance Indicators:

  • Customer Satisfaction (NPS & TPS survey results)
  • First Call Resolution Ratio (FCRR)
  • Case Resolution TAT
  • I-Connect Nice CX One Service Levels

Qualifications and Skill Sets:

  • Strong Knowledge in Shipping (minimum5 Years of experience in liner shipping)
  • Excellent customer Service Experience (minimum2 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

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