Customer Service Professional Mauritania

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.

THE ROLE

Provide exceptional customer service to clients by offering support and customer education on our digital journey, tailored to meet unique needs and expectations in line with the standard treatment level and the Group's SLA.

WHAT ARE YOU GOING TO DO?

• Case Ownership: Ensure all customer requests (received through all channels) are handled within agreed timelines and quality standards through effective collaboration with relevant stakeholders while keeping the customer informed throughout the resolution process.
• Case Prioritization: Prioritize customer requests based on the criticality of the query to meet customer expectations.
• Case Analysis and Allocation: Analyze customer requests and consult experts or forward them to the appropriate team for faster and higher-quality processing.
• Escalations: Alert and escalate recurring customer issues/pain points to the regional office's customer service manager.
• Monitor SLA: Analyze customer service levels to ensure they are maintained in accordance with the contract/tender SOP.
• Proactive Monitoring.
• Manage all cases on a FIFO (first in, first out) basis.
• Promote the digital experience and educate customers to fully adopt the digital journey.
• Respond to Customer Inquiries: Answer customer calls, cases, or chat messages to provide support, address questions, and resolve issues.
• Central point for managing customer exceptions/special requests.
• Complaint Resolution in case of disruptions/unexpected shipping issues.
• Handle customer complaints or concerns professionally and efficiently, providing appropriate solutions/alternatives within agreed timelines.
• Coordinate with relevant internal teams and follow up to ensure resolution.
• Contact customers and manage/coordinate system changes if necessary (vessel delays, port omissions, rollovers, cut-offs and departures, late VGM, etc.).
• Collaborate with other departments and manage communication between different teams (Agency, Headquarters, Customers…).
• Identify opportunities and propose upselling or value-added services to customers, such as trucking, VGM, etc.
• Track TPS and NPS feedback.
• Meet customers face-to-face to foster a continuous improvement environment.
• Identify opportunities and propose upselling and cross-selling to customers

WHO ARE WE LOOKING FOR? 

Preferably hold a degree in logistics transportation, international trade, or a similar field.
Have solid experience in maritime transport, with at least two years in liner shipping.
Demonstrate excellence in managing client relationships through direct contact.
Master professional communication techniques.
Possess excellent interpersonal skills, enabling the creation and development of lasting partnerships.
Have in-depth knowledge of all LARA modules.
Understand the organization, processes, and tools of the CMA-CGM group.
Be proficient in the essential functions of MS Office.Bilingual proficiency in French and English (both written and spoken) is necessary for effective communication.                                                           Speaking the Hassanya language is an additional advantage for this position. 

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