JOB DESCRIPTION

Job Title : Senior Executive

Department : Customer Care

Sub Department : Customer Service - Export

Reporting : Customer Service Manager

Role Summary:

- 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.

Core Responsibilities:

- 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 Prioritization, Prioritizing of customer requests based on the criticality of the query to meet customer expectations.
- 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 .
- Proactive Monitoring
- Manage lifecycle case management and dispatch cases to back-office team. Be the single entry point for all special cargo customer queries.
- Customer service owns the entire lifecycle of interactions with customers and must not be forwarded to other departments
- Answering customer inquiries: Responding to customer calls, cases or chat messages to provide support, answer questions, and resolve issues
- Central point to handle exceptions / customer special demands
- Resolving complaints in case of unexpected shipment disruptions/ issues
- Addressing customer complaints or concerns in a professional and efficient manner, providing and appropriate solutions / alternatives within committed timelines




- Coordinate with related internal teams and follow up to ensure Resolution
- Contact customers and manage/coordinate system modifications when needed (vessel delays, call omits, roll over, cut & run, late VGM etc.)
- Collaborating with other departments and manage communication between Different Teams (Agency, HO, Customers)
- Identifying opportunities and propose to customers upsell or VAS such as Carrier haulage, VGM etc
- Follow up on TPS and NPS feedback.
- Face to face meeting with customer to create continuous improvement environment.
- 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)
- Case Resolution TAT
- IConnect Nice CX One Service Levels

Qualifications and Skill Sets:

- 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)
- Outstanding customer facing skills with ability to build and nurture relationships.
- Demonstration of professional demeanor, positive attitude, and ability to manage stress through challenging situations.
- Excellent knowledge in LARA all modules
- Understand CMA-CGM group organization, processes & Tools.
- Basic proficiency with MS Office
- Graduate (3 years regular course ) Any bachelor degree or Equivalent University Degree

Head office:

Address: CMA CGM Agencies (India) Pvt Ltd., 8TH FLOOR, TOWER-3, ONE INTERNATIONAL CENTER, SENAPATI BAPAT MARG, Prabhadevi West, Mumbai City, Maharashtra - 400013

Work location:

Address: CMA CGM Agencies (India) Pvt Ltd., WEST GATE, B-Block, 1903-1907(19th Floor),Near YMCA Club, S.G Highway, Ahmedabad-380051

📌 Senior Executive (Ahmedabad)
🏢 CMA CGM
📍 Ahmedabad