Senior Executive

Job description

**JOB DESCRIPTION** **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 up to 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 **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