Location: Mumbai, IN

ID: 116101 ** Assistant Manager - Zonal Customer Service - Imports**

CMA CGM Group, founded by Jacques R. Saad, is a leading worldwide shipping & logistics group.

Now headed by Rodolphe Saad, CMA CGM reinvents transport and logistics in order to offer an integrated maritime, port and land service that exceeds its customers' expectations.

Present in over 160 countries through 755 offices, 750 warehouses, equipped with a young and diverse fleet of 511 vessels, CMA CGM serves 420 of the world's 521 commercial ports and operates on more then 200 shipping lines. The group currently employs 110,000 people worldwide, including nearly 2,400 in Marseille, in its headquarters in Marseilles.

Job Title : Senior Executive Customer Service - Import

Department : Customer Care

Reporting To : Manager Customer Service - Import

Location : Mumbai

Short Brief on role:

The Import Customer Service Representative will be part of the regional customer service team, directly managing customer interactions at a transactional level and working towards facilitating enhanced customer experience, increased support and customer retention.

Key Responsibilities:

Provide support and resolution for customer queries received via telephone / e-mail as per defined SLAs and quality parameters.

Liaise with various internal and external stakeholders to facilitate exchange of information between customers and the organisation & to provide resolution to customer queries and requests.

Educate customers on CMA CGM procedures, Import regulations, SOPs, best practices and usage of E-Business tools.

Longstanding units (Import) follow-up with customers.

Management of customer disputes.

Perform timely system related updates to ensure smooth transactional flow across the shipment lifecycle and after till the empty boxes are in Carriers possession.

Key Performance Standards:

Adhere to productivity and quality standards as defined per customer strata.

Compliance to process flows, SOPs and standing instructions defined for the customer service activity.

Individual objective & KRA accomplishment.

Proactive approach towards engaging customers towards improved relationship management and better understanding of customer requirements & relay the same effectively within the organisation.

Achievement of positive customer feedback in terms of case management and achievement of organisational targets viz; net promoter score, customer satisfaction index & customer effort score.

Requirements and Specific Skills:

Graduate / Post-Graduate degree holder.

Previous experience in shipping / logistics domain is an added advantage.

Demonstrable presentation & communication skills (written & oral, both in English & relevant vernacular language).

Systems savvy and basic exposure to MS-Office applications.

Previous experience in salesforce case management system is an added advantage.

Please ensure you are familiar with the CMA CGM Corporate guidelines