JOB DESCRIPTION

Job Title : Executive
Department : Customer Care
Sub Department : Customer Service - Import
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 up to ensure Resolution
▪Contact customers and manage/coordinate system modifications when needed (ve

📌 Senior Executive (Chennai)
🏢 CMA CGM
📍 Chennai