Executive / Senior Executive - Customer Service

Short Brief on role:

The export 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 predefined SLAs and quality parameters.

Liaise with various internal and external stakeholders to facilitate exchange of

information between customers and the organization & to provide resolution to

customer queries and requests.

Educate customers on CMA CGM procedures, country rules & restrictions, SOPs, best

Practices and usage of E-Business tools.

Longstanding units follow-up with customers.

Management of customer disputes.

Perform timely system related updates to ensure smooth transactional flow across the

Shipment life cycle

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 organization.

Achievement of positive customer feedback in terms of case management and

achievement of organizational 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.

Demonstrable team-player skills and ability to meet timelines and deadlines