Customer Experience Analyst - ARO Customer Care

Location:

Kuala Lumpur, MY

Customer Experience Analyst - ARO Customer Care

Led by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is continually innovating to offer its customers a complete and increasingly efficient range of new shipping, land, air and logistics solutions.

Committed to the energy transition in shipping, and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target to become Net Zero Carbon by 2050. Through the CMA CGM Foundation, the Group acts in humanitarian crises that require an emergency response by mobilizing the Group’s shipping and logistics expertise to bring humanitarian supplies around the world.

Present in 160 countries through its network of more than 400 offices and 750 warehouses, the Group employs more than 155,000 people worldwide, including 4,000 in Marseilles where its head office is located.

Summary
In this role, you will be reporting to the Head of Customer Care. You will work with various stakeholders, including Head Office (HO) teams, agency customer service managers, and process excellence teams to achieve the group’s strategic vision of improving customer experience. You will be responsible for assisting in the implementation and monitoring of improvement initiatives to enhance customer satisfaction (NPS), improve results of customer care KPIs, and coordinate projects to enhance agencies' service quality and productivity.

We are looking for someone with experience in customer experience projects and a strong analytical mindset.

Main Responsibilities:

• Promote and drive successful adoption of group customer service tools.
• Monitor and report progress of APAC customer experience improvement strategies defined at regional and local levels for agencies and Global Business Services (GBS).
• Establish a customer care community across APAC agencies and GBS network to improve customer care visibility, sharing of knowledge, feedback, best practices, and achievements.
• Keep abreast of agency customer care performance through weekly and/or monthly forums using performance dashboards and assist customer care managers to identify issues and frame corrective and/or preventive actions.
• Coordinate deployment of global customer experience improvement programs, such as customer journey mapping, customer care training, tools deployment, and progress reporting on execution and outcomes.
• Coordinate with various internal stakeholders within Asia Regional Offices (ARO), GBS, and HO to address specific opportunities, pain-points, suggestions, or customer issues which require transversal support.
• Gather feedback from customers and conduct market research on competitors and/or other industries as part of continuous improvement for customer experience.
• Share knowledge and leverage systems, training, benchmarking, and other tools to achieve customer care objectives.

To excel in this role, you should have a strong understanding of customer service and documentation processes.

Minimum Requirements:

• Degree in a relevant discipline.
• At least 3 to 5 years of domain experience, ideally in leading customer service teams within the industry.
• Supervisory experience will be an added advantage.