Customer Service Officer

Provide exceptional customer service to manage tailor made tasks based on special cargo customer needs and expectations, service level as per Group SLA.

JOB RESPONSIBILITIES :

1. 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.
   • 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 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 cross-sell (VAS/Carrier haulage/ VGM/CEVA services).

KEY PERFORMANCE INDICATORS :

First Call Resolution Ratio (FCRR)

QUALIFICATIONS AND PROFILE:

1. Strong Knowledge in Shipping (minimum 5 Years of experience in liner shipping).
2. Excellent customer Service Experience (minimum 2 years of customer facing activity).
3. Effective communication skills (Ability to articulate various business scenarios with customers, senior business leaders & middle management).
4. Great customer facing skills with ability to build and nurture relationships.
5. Demonstration of professional demeanor, positive attitude, and ability to manage stress through challenging situations.
6. Excellent knowledge in LARA all modules.
7. Understand CMA-CGM group organization, processes & Tools.
8. Basic proficiency with MS Office.
9. Graduate (3 years regular course) Any bachelor degree or Equivalent University Degree.