JOB DESCRIPTION
Job Title : Standard Customer Service.
Job Level : Executive / Senior Executive
Department : Customer Care
Sub Department : -
Reporting : Customer Service Manager Role Summary:
- Provide exceptional customer service to the group Large/Advanced customers by offering support tailored to meet the unique needs and expectations according to Advanced 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 efficient 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 up sell 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 x sell (VAS/Carrier haulage/ VGM/CEVA services
Key Performance Indicators:
- Customer Satisfaction (NPS & TPS survey results)
- First Call Resolution Ratio (FCRR)
- Case Resolution TAT
- I-Connect Nice CX One Service Levels
Qualifications and Skill Sets:
- Strong Knowledge in Shipping (minimum5 Years of experience in liner shipping)
- Excellent customer Service Experience (minimum2 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
