Executive/Senior Executive - Export - 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