Job Description

Led by Rodolphe Saadxc3xa9, 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 Group's 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.JOB DESCRIPTIONJob Title : Advanced Customer ServiceJob Level : Senior ExecutiveDepartment : Customer CareCustomer Service ManagerRole Summary:xefx81xb6 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:xefx81xb6 Case Managementxefx82xa7 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.xefx82xa7 Case Prioritization, Prioritizing of customer requests based on the criticality of the query to meet customer expectations.xefx82xa7 Case Analysis & Dispatch, Analyze customer queries and consult experts or dispatch to the correct team for faster/quality turn around time.xefx82xa7 Escalations, Alert and escalate customer recurring issues/pain points to Regional Office Customer Care manager.xefx81xb6 Service Level Managementxefx82xa7 Monitor SLA, ensure customer Service Levels are maintained as per SLA .xefx82xa7 Proactive Monitoringxefx82xa7 Manage lifecycle case management and dispatch cases to back-office team. Be the single entry point for all special cargo customer queries.xefx82xa7 Customer service owns the entire lifecycle of interactions with customers and must not be forwarded to other departmentsxefx82xa7 Answering customer inquiries: Responding to customer calls, cases or chat messages to provide support, answer questions, and resolve issuesxefx82xa7 Central point to handle exceptions / customer special demandsxefx82xa7 Resolving complaints in case of unexpected shipment disruptions/ issuesxefx82xa7 Addressing customer complaints or concerns in a professional and efficient manner, providing and appropriate solutions / alternatives within committed timelinesxefx82xa7 Coordinate with related internal teams and follow up to ensure Resolution xefx82xa7 Contact customers and manage/coordinate system modifications when needed (vessel delays, call omits, roll over, cut & run, late VGM etc.)xefx82xa7 Collaborating with other departments and manage communication between Different Teams (Agency, HO, Customersxe2x80xa6)xefx82xa7 Identifying opportunities and propose to customers upsell or VAS such as Carrier haulage, VGM etcxefx82xa7 Follow up on TPS and NPS feedback.xefx82xa7 Face to face meeting with customer to create continuous improvement environment.xefx82xa7 Identifying opportunities and propose to customers upsell and xsell (VAS/Carrier haulage/ VGM/CEVA servicesKey Performance Indicators:xefx81xb6 Customer Satisfaction (NPS & TPS survey results)xefx81xb6 First Call Resolution Ratio (FCRR) xefx81xb6 Case Resolution TATxefx81xb6 IConnect Nice CX One Service LevelsQualifications and Skill Sets:xefx81xb6 Strong Knowledge in Shipping (minimum 5 Years of experience in liner shipping)xefx81xb6 Excellent customer Service Experience (minimum 2 years of customer facing activity)xefx81xb6 Effective communication skills (Ability to articulate various business scenarios with customers, senior business leaders & middle management)xefx81xb6 Great customer facing skills with ability to build and nurture relationships.xefx81xb6 Demonstration of professional demeanor, positive attitude, and ability to manage stress through challenging situations.xefx81xb6 Excellent knowledge in LARA all modulesxefx81xb6 Understand CMA-CGM group organization, processes & Tools.xefx81xb6 Basic proficiency with MS Officexefx81xb6 Graduate (3 years regular course ) Any bachelor degree or Equivalent University DegrePlease ensure you are familiar with the CMA CGM Corporate guidelines

CMA CGM