Senior Customer Care Executive

Job description

JOB DESCRIPTION Number of vacancies: 03 Work locations: Noida (Uttar Pradesh) and Guindy (Chennai) Job Title : Senior Executive Department : Customer Care Sub Department : Customer Service - Export Reporting : Customer Service Manager Role Summary: • 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. Core Responsibilities: • 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 upto 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) • First Call Resolution Ratio (FCRR) • Case Resolution TAT • IConnect Nice CX One Service Levels Qualifications and Skill Sets: • 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