Senior Executive - Standard Desk (Import)

JOB DESCRIPTIONJob Title : Executive

Department: Customer CareSub Department : Customer Service - ImportReporting : 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 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 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 servicesKey Performance Indicators:❖Customer Satisfaction (NPS & TPS survey results)❖First Call Resolution Ratio (FCRR)❖Case Resolution TAT❖IConnect Nice CX One Service LevelsQualifications 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 DegreeWork location:Address: CMA CGM Agencies (India) Pvt Ltd., A24/25, SVK Towers, 7th Floor Guindy Industrial Estate, Chennai - Tamil Nadu - 600032