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Apprentice (Only for freshers)

Apprentice (Only for freshers)

CMA CGMAhmedabad, Gujarat, India
11 days ago
Job description

JOB DESCRIPTION

Job Title : Fresher for Customer Service

Job Level : Apprentice

Department : Customer Care

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 C 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 C 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 C run, late VGM etc.)

    • Qualifications and Skill Sets :

  • Effective communication skills
  • 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.
  • Basic proficiency with MS Office
  • Graduate (3 years regular course ) Any bachelor degree or Equivalent University Degree
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    Fresher • Ahmedabad, Gujarat, India

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