Customer Service Manager

Job description

**JOB DESCRIPTION** **Job Title** **:** **Manager** **Department** **:** **Customer Care** **Sub Department** **:** **Customer Service - Export** **Reporting** **:** **Senior Manager Customer Care** **Role Summary:** - The export customer service manager will be part of the regional customer service team in-charge of day-to-day team management activities & will be responsible to provide leadership and direction to the export customer service team; in line with group standards and requirements. - The position will report administratively to the area general manager and functionally to the deputy general manager / general manager customer care. **Core** **Responsibilities:** - Ensure compliance and adherence to CMA CGM group processes, requirements and internal quality management system. - Day-to-day team management & administration, including setting and monitoring individualKPIs and KRAs. - Mapping customer requirements along with commercial team and ensuring up-to-date customer profiles are maintained and well communicated to service delivery and SSC teams. - Development of knowledge support bank to improve effectiveness of case management system. - First point of contact for all the escalations/ issues within the zone for all the customer service activities & liaison with relevant internal and external stakeholders. - Prepare local reports & analytics and / or utilise centrally provided analytics to monitor the performance of the team and to take proactive actions/ measures for continual improvement and when required. - Perform root cause analysis for errors / quality defects and initiate effective corrections and corrective actions. - Suggest new initiatives for continuous process & customer experience improvements based on internal and / or market dynamics. - Guide the team through the change management process as and when required. - Exigency management as required by the business continuity plan. **Key Performance** **Indicators:** - Adherence of all KPIs and procedures related to export customer service department. - Ensure team compliance to process flows, SOPs and standing instructions defined for the export customer service activity. - Achievement of organizational targets viz; net promoter score, customer satisfaction index, customer effort score & any other targets defined by organization. - Ensure clear and effective communication with various stakeholders, both Internal and External. - Participation in the continuous improvement of customer service quality and customer experience **Qualifications** **and** **Skill** **Sets:** - Graduate / Post-Graduate degree holder. - Minimum 5 years experience in shipping / logistics domains (front office / customer care experience preferred). - Demonstrated communication and inter-personal skills. - Receptive to change management and adaptability to diverse cultural and business scenarios. - Ability to mentor and provide leadership to team. - Strong understanding of systems. - Experience in case management systems is preferable &demonstrated abilities in advanced usage of MS Office tools is a must. **Head office:** Address: CMA CGM Agencies (India) Pvt Ltd., 8TH FLOOR, TOWER-3, ONE INTERNATIONAL CENTER, SENAPATI BAPAT MARG, Prabhadevi West, Mumbai City, Maharashtra - 400013 **Work location:** Address: CMA CGM Agencies (India) Pvt Ltd., WEST GATE, B-Block, 1903-1907(19th Floor),Near YMCA Club, S.G Highway, Ahmedabad-380051