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 effective 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 upto ensure Resolution
- Contact customers and manage/coordinate system modification

📌 Senior Customer Care Executive (India)
🏢 CMA CGM
📍 India