Customer Care Manager Tunisie

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.

We are seeking a dynamic and motivated Customer Care Manager to join our team in Tunisia, the purpose of this role is to ensure the management of Customer Care department team and ensure the full deployment and followup of all projects in accordance with HO core model.

Main Responsibilities:

• Responsible for managing the customer care team and providing excellent customer service to all customers,

• Coach and manage Customer Care team through regular meetings and joint visits / calls with sales staff,

• Follow up of team performance through the corporate dashboards,

• Own customer service metrics and KPIs, follow up on performance and improvement actions identification (such as CASE TAT, first contact resolution, invoicing quality, dispute tat etc),

• Manage internal workforce management,

• Help to resolve escalated customer inquiries and complaints in a timely and professional manner,

• Maintain relationships with high level customer stakeholders,

• Identify areas for improvement in customer care,

• Manage NPS and TPS follow up plan execution,

• Liaise with other departments to ensure customer service requirements are met,

• Monitor customer service technology and platforms for effectiveness and efficiency,

• Manage GBS stakeholder with weekly performance follow up and constant review,

• Monitor daily performances and quality of service,

• Enhance Customer Experience for all Service deliverables and customer touchpoints,

• Work closely with customer service managers, customers, GBS and internal stakeholders to achieve CX and NPS,

• Engage to implement digital journey inside its agency,

• Organize specific events to promote digital transition.

Knowledge, Experience & Skills :

• Fluent in English and French
• Arabic speaking is a must
• University Degree in Business, or equivalent experience
• 5 Years of experience in similar position
• Cross-function management experience including
• People and process managemen