Provide exceptional customer service to the group large customers by offering support tailored to meet the unique needs and expectations according to Advanced Treatment Level in line with Group SLA.

Key Responsibility

Case Management
61 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.
61 Case Prioritization, prioritizing of customer requests based on the criticality of the query to meet customer expectations.
61 Case Analysis & Dispatch, analyse customer queries and consult experts or dispatch to the correct team for faster/quality turnaround time.
61 Escalations, Alert and escalate customer recurring issues/pain points to Regional Office Customer Care manager.

Service Level Management
61 Monitor SLA, ensure customer Service Levels are maintained as per SLA.
61 Proactive Monitoring
61 Manage lifecycle case management and dispatch cases to back-office team. Be the single-entry point for all customer queries in a dedicated team mode.
61 Customer service owns the entire lifecycle of interactions with customers.
61 Answering customer inquiries: Responding to customer calls, cases, or chat messages to provide support, answer questions, and resolve issues.
61 Central point to handle exceptions / customer special demands.
61 Resolving complaints in case of unexpected shipment disruptions/ issues.
61 Addressing customer complaints or concerns in a professional and efficient manner, providing and appropriate solutions / alternatives within committed timelines.
61 Coordinate with related internal teams and follow up to ensure resolution.
61 Contact customers and manage/coordinate system modifications when needed (vessel delays, call omits, roll over, cut & run, late VGM etc.)
61 Collaborating with other departments and manage communication between Different Teams (Agency, HO, Customers…)
61 Follow up on TPS and NPS feedback.
61 Face to face meeting with customer to create continuous improvement environment.
61 Identifying opportunities and propose to customers upsell and Xsell (VAS/Intermodal…)

Others
61 Support and contribute for company strategy (projects and system)
61 Generate initiatives to serve for better experience to the customers.

Experience & Skills
1. Strong Knowledge in Shipping (minimum 2 Years of experience in shipping industry)
2. Good communication skills.
3. Great customer facing skills with ability to build and nurture relationships.
4. Demonstration of professional demeanour, positive attitude, and ability to manage stress through challenging situations.
5. Understand CMA CGM group organization, processes & tools.
6. Familiar with customer care related systems like LARA, NOVA Care, I Connect.
7. Basic proficiency with MS Office.
8. College Degree and above.
9. Good English in both spoken and written.