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 (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) ❖Great 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 Work location: Address: CMA CGM Agencies (India) Pvt Ltd., A24/25, SVK Towers, 7th Floor Guindy Industrial Estate, Chennai - Tamil Nadu - 600032

📌 Senior Executive - Standard Desk (Import) (Thoothukudi)
🏢 CMA CGM
📍 Thoothukudi