/n Job Title : Executive /n Department : Customer Care /n Sub Department : Customer Service - Import /n Reporting : Customer Service Manager /n Role 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. /n Core Responsibilities: /n ❖Case Management /n /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.

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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.

/n /n ❖Service Level Management /n /n

- 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

/n /n Key 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 /n Qualifications and Skill Sets: /n ❖Robust 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 professional 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 /n Work location: /n 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) (St.Thomas Mount)
🏢 CMA CGM
📍 St.Thomas Mount