18 feb
Cma Cgm
Xico
Direct message the job poster from CMA CGMTalent Management, Human Resource Management, Human Resources Consulting, D.O.EDUCATIONBusiness administration, international relationship, international business, or similarTHE ROLE:Provide exceptional customer service to the group standard customers by offering support and customer education on our digital journey, tailored to meet the unique needs and expectations according to standard Treatment Level in line with Group SLA.RESPONSIBILITIES:Case Management: 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:
Prioritize 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 turnaround time.Escalations: Alert and escalate customer recurring issues/pain points to Regional Office Customer Care manager.QUALIFICATIONS AND PROFILE: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.Seniority levelMid-Senior levelEmployment typeFull-timeJob functionCustomer ServiceIndustriesMaritime Transportation and Transportation, Logistics, Supply Chain and Storage#J-18808-Ljbffr
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