Senior Executive - Standard Desk (Export)

JOB DESCRIPTION

Job Title : Senior Executive

Department : Customer Care

Sub Department : Customer Service - Export

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 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 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