[CMA CGM]Customer Service Executive Position

📄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.

📍 Địa điểm làm việc:
🏢 81 Hàm Nghi, Nguyễn Thái Bình, Quận 1, Hồ Chí Minh, Việt Nam