Job Title : Senior Executive Department : Customer Care Sub Department : Customer Service - Export Customer Service Manager Provide exceptional customer service to the group Large/Standard customers by offering support tailored to meet the unique needs and expectations according to Standard Treatment Level in line with Group SLA. 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 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. Manage lifecycle case management and dispatch cases to back-office team. Customer service owns the entire lifecycle of interactions with customers and must not be forwarded to other departments Responding to customer calls, cases or chat messages to provide support, answer questions, and resolve issues Resolving complaints in case of unexpected shipment disruptions/ issues Addressing customer complaints or concerns in a professional and productive manner, providing and appropriate solutions / alternatives within committed timelines Contact customers and manage/coordinate system modifications when needed (vessel delays, call omits, roll over, cut & run, late VGM etc.) 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) IConnect Nice CX One Service Levels 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) Understand CMA-CGM group organization, processes & Tools. Basic proficiency with MS Office Graduate (3 years regular course ) Any bachelor degree or Equivalent University Degree Led by Rodolphe Saad, the CMA CGM Group, a global player in sea, land, air and logistics solutions, serves more than 420 ports around the world across 5 continents, with a fleet of 593 vessels. CMA CGM INLAND SERVICES (CCIS) is a neutral container depot network acting together with many different partners. With an extensive network in 25 countries, CCIS is the world's largest provider of different container solutions. Because of its mover advantage, CONCOR is Indias leading provider of containerized goods transport across the rail. It has a network of terminals and is also the only agency with rail-linked terminals crossing the country. Initiated with an eye on the constantly emerging needs of international trade in Northern India, CCLPD is amongst the renowned CFS services provider for containerized sea cargo within the NCR region and adjoining big cities of Western Uttar Pradesh. We offer a broad portfolio of CFS services, including Railways Transportation Services, Roadways Cargo Services, Sea Cargo Services, In-house Customs Clearance Services, Warehousing Services, etc. Head office: Address: CMA CGM Agencies (India) Pvt Ltd., Address: CMA CGM Agencies (India) Pvt Ltd., G Highway, Ahmedabad-380051

📌 Senior Customer Relationship Executive Account (Jamnagar)
🏢 CMA CGM
📍 Jamnagar