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Executive / Senior Executive - Customer Care Export

2 months ago

Noida Sector, India CMA CGM Full time
Job Title : Executive/Senior Executive – Export – Customer ServiceDepartment : Customer CareReporting To : Manager – Export Customer ServiceLocation : Noida Short brief on role:The export customer service representative will be part of the regional customer service team, directly managing customer interactions at a transactional level and working towards facilitating enhanced customer experience, increased support and customer retention.Key Responsibilities:-

Provide support and resolution for customer queries received via telephone / e-mail as perdefined SLAs and quality parameters.-

Liaise with various internal and external stakeholders to facilitate exchange of information between customers and the organisation & to provide resolution to customer queries andrequests.-

Educate customers on CMA CGM procedures, country rules & restrictions, SOPs, best practices and usage of E-Business tools.-

Longstanding unit’s follow-up with customers.-

Management of customer disputes.-

Perform timely system related updates to ensure smooth transactional flow across the shipment lifecycle.Key Performance Standards:-

Adhere to productivity and quality standards as defined per customer strata.-

Compliance to process flows, SOPs and standing instructions defined for the customer service activity.-

Individual objective & KRA accomplishment.-

Proactive approach towards engaging customers towards improved relationship management and better understanding of customer requirements & relay the same effectively within the organisation.-

Achievement of positive customer feedback in terms of case management and achievement of organisational targets viz;

net promoter score, customer satisfaction index & customer effort score.Requirements and Specific Skills:-

Graduate / Post-Graduate degree holder.-

Previous experience in shipping / logistics domain is an added advantage.-

Demonstrable presentation & communication skills (written & oral, both in English & relevant vernacular language).-

Systems savvy and basic exposure to MS-Office applications.-

Previous experience in salesforce case management system is an added advantage.-

Demonstrable team-player skills and ability to meet timelines and deadlines