Senior Customer Care Executive

JOB DESCRIPTION

Job Title : Senior Executive

Department : Customer Care

Sub Department : Customer Service - Export

Reporting : Customer Service Manager

Role Summary:

• Provide exceptional customer service to the group Large/Standard customers by offering support 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 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 upto 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 upsell 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 xsell (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 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

About company

Led by Rodolphe Saad, the CMA CGM Group, a global player in sea, land, air and logistics solutions, serves more than 420 ports around the world across 5 continents, with a fleet of 593 vessels. CMA CGM INLAND SERVICES (CCIS) is a neutral container depot network acting together with many different partners. With an extensive network in 25 countries, CCIS is the world's largest provider of different container solutions. Because of its mover advantage, CONCOR is Indias leading provider of containerized goods transport across the rail. It has a network of terminals and is also the only agency with rail-linked terminals crossing the country. Initiated with an eye on the constantly emerging needs of international trade in Northern India, CCLPD is amongst the renowned CFS services provider for containerized sea cargo within the NCR region and adjoining big cities of Western Uttar Pradesh. We offer a broad portfolio of CFS services, including Railways Transportation Services, Roadways Cargo Services, Sea Cargo Services, In-house Customs Clearance Services, Warehousing Services, etc.

Head office:

Address: CMA CGM Agencies (India) Pvt Ltd., 8TH FLOOR, TOWER-3, ONE INTERNATIONAL CENTER, SENAPATI BAPAT MARG, Prabhadevi West, Mumbai City, Maharashtra - 400013

Work location:

Address: CMA CGM Agencies (India) Pvt Ltd., WEST GATE, B-Block, 1903-1907(19th Floor),Near YMCA Club, S.G Highway, Ahmedabad-380051