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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- 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.
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- Case Prioritization, Prioritizing of customer requests based on the criticality of the query to meet customer expectations.
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- Case Analysis & Dispatch, Analyze customer queries and consult experts or dispatch to the correct team for faster/quality turn around time.
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- Escalations, Alert and escalate customer recurring issues/pain points to Regional Office Customer Care manager.
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n❖Service Level Management

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- Monitor SLA, ensure customer Service Levels are maintained as per SLA.
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- Proactive Monitoring
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- Manage lifecycle case management and dispatch cases to back-office team. Be the single entry point for all special cargo customer queries.
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- Customer service owns the entire lifecycle of interactions with customers and must not be forwarded to other departments
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- Answering customer inquiries: Responding to customer calls, cases or chat messages to provide support, answer questions, and resolve issues
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- Central point to handle exceptions / customer special demands
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- Resolving complaints in case of unexpected shipment disruptions/ issues
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- Addressing customer complaints or concerns in a professional and efficient manner,



providing and appropriate solutions / alternatives within committed timelines
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- Coordinate with related internal teams and follow up to ensure Resolution
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- Contact customers and manage/coordinate system modifications when needed (vessel delays, call omits, roll over, cut & run, late VGM etc.)
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- Collaborating with other departments and manage communication between Different Teams (Agency, HO, Customers...)
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- Identifying opportunities and propose to customers upsell or VAS such as Carrier haulage, VGM etc
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- Follow up on TPS and NPS feedback.
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- Face to face meeting with customer to create continuous improvement environment.
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- Identifying opportunities and propose to customers upsell and xsell (VAS/Carrier haulage/ VGM/CEVA services
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nKey Performance Indicators:

n❖Customer Satisfaction (NPS & TPS survey results)

n❖First Call Resolution Ratio (FCRR)

n❖Case Resolution TAT

n❖IConnect Nice CX One Service Levels

nQualifications and Skill Sets:

n❖Strong Knowledge in Shipping (minimum 5 Years of experience in liner shipping)

n❖Excellent customer Service Experience (minimum 2 years of customer facing activity)

n❖Effective communication skills (Ability to articulate various business scenarios with customers, senior business leaders & middle management)

n❖Great customer facing skills with ability to build and nurture relationships.

n❖Demonstration of skilled demeanor, positive attitude, and ability to manage stress through challenging situations.

n❖Excellent knowledge in LARA all modules

n❖Understand CMA-CGM group organization, processes & Tools.

n❖Basic proficiency with MS Office

n❖Graduate (3 years regular course ) Any bachelor degree or Equivalent University Degree

nWork location:

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

📌 Senior Executive - Standard Desk (Import) (St. Thomas Mount)
🏢 CMA CGM
📍 St. Thomas Mount