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Import Customer Care Executive Role

The document outlines the job description for an Executive in Customer Care – Import at CMA CGM Agencies India Pvt. Ltd. in Ahmedabad. The role involves managing customer interactions, resolving queries, and enhancing customer experience while adhering to defined standards and processes. Key requirements include a graduate degree, communication skills, and experience in the shipping or logistics domain.

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lesnerbrok786
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58 views1 page

Import Customer Care Executive Role

The document outlines the job description for an Executive in Customer Care – Import at CMA CGM Agencies India Pvt. Ltd. in Ahmedabad. The role involves managing customer interactions, resolving queries, and enhancing customer experience while adhering to defined standards and processes. Key requirements include a graduate degree, communication skills, and experience in the shipping or logistics domain.

Uploaded by

lesnerbrok786
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd

CMA CGM Agencies India Pvt.

Ltd
JOB DESCRIPTION
Job Title : Executive – Customer Care – Import

Department : Customer Care

Reporting To : Manager – Customer Care – Import

Location : Ahmedabad

Short Brief on role:

The Import 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 per defined
SLAs and quality parameters.
• Liaise with various internal and external stakeholders to facilitate exchange of information between
customers and the organisation & to provide resolution to customer queries and requests.
• Educate customers on CMA CGM procedures, Import regulations, SOPs, best practices and usage of E-
Business tools.
• Longstanding unit’s (Import) follow-up with customers.
• Management of customer disputes.
• Perform timely system related updates to ensure smooth transactional flow across the shipment
lifecycle and after till the empty boxes are in Carrier’s possession.

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 organisation.
• Achievement of positive customer feedback in terms of case management and achievement of
organisational 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.

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