[CMA CGM]Customer Service Executive Position

28/07/2024 trinhdoan

Mô tả công việc:

Manage lifecycle case management and dispatch cases to back office team. BE THE SINGLE ENTRY POINT FOR ALL CUSTOMER QUERIES.
Customer SERVICE FRONT OFFICE owns the entire LIFE CYCLE and under ANY circumstances customer must 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 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.
Own assigned customers KPIS and follow up on KPIS measurement such as CAS TAT, FIRST CONTACT RESOLUTION, etc.
Promote digital experience and educate customers to fully move to digital journey.

Yêu cầu công việc:

Education: College/Bachelor degree; major in Sea Transportation, Export-Import, International Business, Foreign Trade,…
Experiences: 1-3 years working experience in a similar position in a shipping company or forwarder.
Personalities: Proactive, patient, responsible, accountable, teamwork spirit, customer service mindset, strive for excellence in service.
Skills: Problem solving, good communication.
Language: Good English communication.
Computer: Advanced level of MS Office, especially Excel for reports.