Executive / 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.

CMA CGM Agencies India Pvt. Ltd.

JOB DESCRIPTION

Job Title : Senior Executive– Export - Customer Service.

Department : Customer Care

Reporting To : Manager – Export - Customer Service.

Location : Mumbai

Short Brief on role:

The export customer service representative will be part of the regional customer service team, directly managing customer interactions at a transactional level and working towards facilitating enhanced customer experience, increased support and customer retention.

Key responsibilities

Provide support and resolution for customer queries received via telephone / e-mail as per defined SLAs and quality parameters.
Liaise with various internal and external stakeholders to facilitate exchange of information between customers and the organisation & to provide resolution to customer queries and requests.
Educate customers on CMA CGM procedures, country rules & restrictions, SOPs, best practices and usage of E-Business tools.
Longstanding unit’s follow-up with customers.
Management of customer disputes.
Perform timely system related updates to ensure smooth transactional flow across the shipment life cycle.

Key Performance Standards:

Adhere to productivity and quality standards as defined per customer strata.
Compliance to process flows, SOPs and standing instructions defined for the customer service activity.
Individual objective & KRA accomplishment.
Proactive approach towards engaging customers towards improved relationship management and better understanding of customer requirements & relay the same effectively within the organisation.
Achievement of positive customer feedback in terms of case management and achievement of organisational targets viz; net promoter score, customer satisfaction index & customer effort score.

Requirements and Specific Skills:

Graduate / Post-Graduate degree holder.
Previous experience in shipping / logistics domain is an added advantage.
Demonstrable presentation & communication skills (written & oral, both in English & relevant vernacular language).
Systems savvy and basic exposure to MS-Office applications.
Previous experience in salesforce case management system is an added advantage.
Demonstrable team-player skills and ability to meet timelines and deadlines.

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