Execuitve/Senior Executive

Led by Rodolphe Saadé, 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 DESCRIPTION
Job Title : Standard Customer Service 
Job Level : Executive / Senior Executive 
Department : Customer Care
Sub Department : -
Reporting : Customer Service Manager
Role Summary:
 Provide exceptional customer service to the group standard customers by offering support and 
customer education on our digital journey, 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 up to 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

Please ensure you are familiar with the CMA CGM Corporate Internal Mobility guidelines