Job DescriptionJOB DESCRIPTION
NJob Title: Executive
NDepartment: Customer Care
NSub Department: Customer Service - Import
NReporting: Customer Service Manager
NRole Summary:
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.
NCore Responsibilities:
N❖Case Management
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- N
- 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. 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❖Service Level Management
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- 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 efficient manner, providing and appropriate solutions / alternatives within committed timelines N
- Coordinate with relatedinternal teams and follow up to

📌 Hiring: Senior Executive (ST.Thomas Mount)
🏢 CMA CGM
📍 ST.Thomas Mount