Customer Service Advisor - #1699794

JOB PURPOSE 

• Working closely with the Customer Experience Team Leader to deliver best in class customer experience for our customers.
• Liaising with internal stakeholders to ensure that service levels are achieved and exceeded and to find solutions to fit our customers’ needs and CMA CGM business objectives.
• Contributing to driving improvements in NPS score and identifying opportunities to cross-sell CMA CGM products and services. 

WHAT YOU'LL BE DOING | MAIN RESPONSIBILITIES

• Provide exceptional customer experience for all CMA CGM UK customers, by both telephone and email 
• Business Expert for transversal Customer Care processes and support customer care projects
• Work closely with customer service managers, customers, GBS and internal stakeholders to achieve high levels of customer experience and positive NPS ratings at every opportunity
• Deliver customer-specific key performance indicators (KPI) targets to meet customer satisfaction
• Work with CMA CGM shared service centres to ensure operational functions such as deliveries, collections, merchant own carrier requests are carried out within the necessary timeframes.
• Manage Export and Import lifecycle case management via inhouse case management system
• Central point to handle exceptions/customer special demands /unexpected shipment disruptions/issues/complaints and provide 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, rollover, cut & run, late VGM etc.)
• Manage booking amendments/cancellations (after empty release) only if not handled at booking desk
• Manage communication between Different Teams (Agency, HO, Customers...)
• Support continuous improvement of process and procedures within the Imports department and suggest ideas/improvements for the organisation
• Deal with customer complaints professionally and contribute to root cause analysis and continuous improvement.

WHAT DO WE LOOK FOR? | KNOWLEDGE, SKILLS AND EXPERIENCE

• Professional and confident telephone manner 
• High levels of resilience, with the ability to manage multiple priorities in a fast-paced,  customer-focused environment 
• Ability to establish and manage effective working relationships with lots of different stakeholders, including colleagues, internal teams and customers 
• Excellent analytical and data management skills with strong attention to detail.
• Exceptional communication skills, both written and verbal
• Strong IT skills, with demonstrable experience of working with inhouse systems, CRM's and MS Office packages 
• Experience in the Shipping / Freight Forwarding / Logistics sector would be beneficial, but is not essential 

WHAT DO WE OFFER?

Not only do we offer a competitive salary, we also offer a generous benefits package including:

• 25 days annual leave (plus public holidays) increasing with length of service plus additional day over Christmas period and the opportunity to buy/sell annual leave
• Discretionary annual bonus
• Enhanced pension scheme up to 15% total contribution
• Life assurance x4
• Commitment to promoting awareness and understanding of Mental Health through our Mental Health and Wellbeing Charter
• Private healthcare (BUPA) + Healthcare Cash plan, including an Employee Assistance Programme
• Local and global development opportunities across 160 countries within the CMA CGM Group, including opportunities at our iconic Head Office tower in Marseille
• Hybrid Working
• Cycle to work scheme/ Season ticket loans
• Enhanced policies including Maternity & Paternity
• Employee recognition awards
• Considerable scope for personal and professional growth through the CMA CGM Academy

CMA CGM Group is proud to define itself as a family business built on strong human values.

• Excellence
• Exemplarity
• Imagination
• Boldness

CMA CGM respects, supports and values diversity in all forms. We seek to avoid discrimination and are committed to equal opportunities for all our employees.

Our long-held inclusive policy improves performance, creates growth opportunities for all, aligns with our customer's values and enhances employee engagement.

Join us and discover a world of opportunities!

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Come along on CMA CGM's adventure!