Apply now »
ID:  561016
Location: 

Mumbai, IN

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                                       :             Special Customer Service (Pro Connect)

Job Level                                      :             Executive / Senior Executive

Department                                :             Customer Care

Reporting                                    :             Customer Service Manager Role Summary:

  • Proactive Customer Service team aimed at minimizing Reactive Queries & enhancing the overall Customer Experience (CX) and managing customer interactions, ensuring seamless service delivery, and addressing potential issues before they escalate. This position focuses on enhancing customer satisfaction by delivering timely solutions, collaborating with internal teams, and optimizing service efficiency.

 Core Responsibilities:

  1. Proactive Customer Engagement:
    • Monitor Proactive Dashboard and anticipate potential service disruptions.
    • Initiate proactive communication to resolve concerns efficiently.
    • Foster strong relationships with customers to enhance loyalty and satisfaction.
  2. Issue Prevention & Resolution:
    • Identify common service challenges and collaborate on sustainable solutions.
    • Work closely with internal teams to ensure swift resolution of issues.
    • Analyze trends and implement measures to prevent recurring problems.
  3. Query Management:
    • Own the Case Management responsibility. Ensure 100% closure of simple queries within defined timelines.
    • Accurately assess and assign complex queries to the appropriate teams for resolution.
    • Track query resolution progress and ensure timely follow-ups.
  4. Cross-functional Coordination:
    • Liaise with Operations, Sales, and other stakeholders to ensure seamless service.
    • Provide feedback and insights for continuous process improvement.
    • Assist in implementing initiatives that enhance the overall customer experience.
  5. Data Monitoring & Reporting:
    • Track customer interactions and service metrics ( NPS, TPS & Pulse ) for continuous improvement.
    • Prepare reports on customer service performance and issue resolution.
    • Use data insights to recommend proactive customer service strategies.
  6. Customer Experience Enhancement:
    • Serve as a key point of contact for internal escalations with regards to simple queries
    • Improve Happy Flow ratio for service deliverables.
    • Contribute to the overall enhancement of the customer journey.

Key Performance Indicators:

 100% closure of Simple Queries within TAT

  • Improvement in Happy Flow ratio as per the set target
  • Reduction in call & case volume as per the set target
  • TPS ( C-SAT ) ratio as per the set target

Qualifications and Skill Sets:

  • Strong Knowledge in Shipping (minimum 1-3 Years of experience in liner shipping)
  • Excellent customer Service Experience (minimum 1 year of customer facing activity)
  • Effective communication skills (Ability to articulate various business scenarios with customers, senior business leaders & middle management)
  • Familiarity with CRM tools, data tracking, and customer engagement platforms.
  • Demonstration of professional demeanor, positive attitude, and ability to manage stress through challenging situations.
  • Basic proficiency with MS Office

Graduate (3 years regular course) Any bachelor degree or Equivalent University Degree

Come along on CMA CGM’s adventure !

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Apply now »