
Website CMA CGM Tanzania Ltd
CMA CGM S.A. is a French container transportation and shipping company with offices in Dar es Salaam.
Interim – Customer Service Officer Job Vacancy at CMA CGM Tanzania Ltd
Job description:
Main Tasks and Responsibility
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- Manage lifecycle case management and dispatch cases to the back-office team. BE THE SINGLE-ENTRY POINT FOR ALL CUSTOMER CARE QUERIES from STANDARD CUSTOMERS
- Case ownership through 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 within service level agreement.
- The 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 appropriate solutions/alternatives within committed timelines
- Coordinate with related internal teams and follow up to ensure resolution of cases
- Contact customers and manage/coordinate system modifications when needed (vessel delays, call omits, rollover, cut & run, late VGM etc.)
- Collaborating with other departments and managing 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 for assigned customer
- Face to face meeting with customer to create continuous improvement environment for assigned customer
- Own assigned customers KPIs and Follow up on KPIs measurement such as CAS TAT, FIRST CONTACT RESOLUTION ETC
- Identifying opportunities and propose to customers upsell and xsell(VAS/Carrier haulage/ VGM/CEVA services
- Attending face to face/ virtual meetings with customers and commercial account owners to address any issues raised and to educate reefer customers on CMA CGM e-commerce /VAS products
- Sending out timely and professional customer advisories while maintaining a clean data base of all customer contacts (emails, telephone numbers, profiles, contact persons and office locations)
- New partner code creation and updating general contacts in LARA in line with SOPs.
- Proactive customer service process improvement and adoption of new process/tools roll outs to enhance efficiency and productivity.
- Manage Cancellation process for bookings; Ensure booking cancellation fees/detention are notified to the customer and invoiced, request container to be unassigned for cancelled bookings post invoicing.
- Timely escalation of complex complaints keep log/input complaints and advice customers on progress and resolution.
- Follow up on Customer Satisfaction survey feedback
- Prompt and daily Customer call backs for Nova touch point surveys and annual call backs for global surveys.
- Reporting on complex cases and following up to ensure the customer’s complaints/needs are addressed and feedback is given.
- Miscellaneous related duties, tasks and projects as may be assigned
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Profile description:
This position is a 4 (four) months temporary job.
Interim – Customer Service Officer Job Vacancy at CMA CGM Tanzania Ltd
How to Apply :
Please follow the link provided below.
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To apply for this job please visit jobs.cmacgm-group.com.