Customer Service Officer

PT Container Maritime Activities

PT Container Maritime Activities (South Jakarta, Jakarta)

DKI Jakarta, อินโดนีเซีย

Led by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is continually innovating to offer its customers a complete and increasingly efficient range of new shipping, land, air and logistics solutions. Committed to the energy transition in shipping, and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target to become Net Zero Carbon by 2050.

คลิกเพื่อดูงานที่คล้านกันในประเทศ อินโดนีเซีย:

ฝ่าย: บริการลูกค้า

อุตสาหกรรม: การขนส่งสินค้าและการขนส่ง

เกี่ยวกับตำแหน่งนี้

Provide exceptional customer service to manage tailor made tasks based on special cargo customer needs and expectations, service level as per Group SLA.

หน้าที่รับผิดชอบ

• 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.
• 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.

คุณสมบัติ

• 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.