Job DescriptionJOB DESCRIPTION
NJob Title: Senior Executive
NDepartment: Customer Care
NSub Department: Customer Service - Export
NReporting: Customer Service Manager
NRole Summary:
N
n
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. N

nCore Responsibilities:
N
n
Case Management N
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. N
Case Prioritization, Prioritizing of customer requests based on the criticality of the query to meet customer expectations. N
Case Analysis & Dispatch, Analyze customer queries and consult experts or dispatch to the correct team for faster/quality turn around time. N
Escalations,



Alert and escalate customer recurring issues/pain points to Regional Office Customer Care manager. N

n
n
Service Level Management N
Monitor SLA, ensure customer Service Levels are maintained as per SLA . N
Proactive Monitoring N
Manage lifecycle case management and dispatch cases to back-office team. Be the single entry point for all special cargo customer queries. N
Customer service owns the entire lifecycle of interactions with customers and must not be forwarded to other departments N
Answering customer inquiries: Responding to customer calls, cases or chat messages to provide support, answer questions, and resolve issues N
Central point to handleexceptions/ customer special demands N
Resolving complaints incase of unexpected shipment disruptions/ issues N
Addressing customer complaints or concerns in a qualified and productive manner, providing and appropriate solutions / alternatives within committed timelines N
Coordinate with relatedinternal team

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