Customer Service Professional

Role Overview

• Provide exceptional customer service by supporting and educating clients on our digital journey, tailored to their unique needs and aligned with standard treatment levels and the Group's SLA.
• Case ownership: Ensure all customer requests (received through all channels) are handled within agreed timelines and quality standards through effective collaboration with relevant stakeholders while keeping the customer informed throughout the resolution process.
• Case prioritization: Prioritize customer requests based on the criticality of the query to meet customer expectations.
• Case analysis and allocation: Analyze customer requests and consult experts or forward them to the appropriate team for faster and higher-quality processing.
• Escalations: Alert and escalate recurring customer issues or pain points to the regional office's Customer Service Manager.
• Monitor SLAs: Analyze service levels to ensure they are maintained in accordance with contract/tender SOPs.
• Proactive monitoring of customer cases and service levels.
• Manage all cases on a FIFO (first in, first out) basis.
• Promote the digital experience and educate customers to encourage full adoption of digital processes.
• Respond to customer inquiries via calls, cases, or chat to provide support, answer questions, and resolve issues.
• Serve as the central point for managing customer exceptions and special requests.
• Complaint resolution in case of disruptions or unexpected shipping issues.
• Handle customer complaints or concerns professionally and efficiently, providing appropriate solutions or alternatives within agreed timelines.
• Coordinate with relevant internal teams and follow up to ensure resolution.
• Contact customers and manage/coordinate system changes when necessary (e.g., vessel delays, port omissions, rollovers, cut-offs and departures, late VGM submissions, etc.).
• Collaborate with other departments and manage communication between different teams (Agency, Headquarters, Customers, etc.).
• Identify opportunities and propose upselling or value-added services to customers, such as trucking, VGM, etc.
• Track TPS and NPS feedback.
• Meet customers face-to-face to foster a continuous improvement environment.
• Identify opportunities and propose upselling and cross-selling to customers.

Requirements

• Degree in logistics, transportation, international trade, or a related field is preferred.
• Solid experience in maritime transport, with at least two years in liner shipping.
• Proven excellence in managing client relationships through direct contact.
• Strong professional communication skills.
• Excellent interpersonal skills, enabling the creation and development of lasting partnerships.
• In-depth knowledge of all LARA modules.
• Understanding of the organization, processes, and tools of the CMA CGM group.
• Proficiency in core MS Office functions.
• Bilingual proficiency in French and English (written and spoken) is required for effective communication.
• Knowledge of Hassaniya is a plus.

Benefits

• Professional development opportunities