Customer Service Specialist

Role Overview

• 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.
• 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)

Requirements

• 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

Benefits

• Flexible working hours
• Professional development opportunities