Senior Customer Care Executive

JOB DESCRIPTION

Job Title :
Executive / Senior Executive
Department :
Customer Care
Sub Department :
Cargo Readiness– Export
Reporting :
Manager – Cargo Readiness

Role

Summary:

During the export cargo cycle it is necessary to follow up the shipment. The main role of the Cargo Readiness team is to make sure that the customer will fulfil the export deadlines and deliver the cargo on time, limiting the costs for the company.
The Cargo Readinessteam is performing the follow-up and resolving issues related to the export cargo cycle.

Core Responsibilities:

Liaise with various internal and external stakeholders to facilitate exchange of information between customers and the organization & to provide resolution to customer queries and to complete Cargo Readiness activities.
Take full responsibilities to clear Issues at the end of each day to ensure that the issues are resolved promptly to ensure the customer and the organization is not impacted negatively.
Educate customers on CMA CGM procedures, countryrules & restrictions, SOPs, best practices, related to the export cargo cycle.
Take full responsibilities and provide support and resolution for cases received as per defined Scope within defined SLAs and quality parameters.
Engage in constructive problem resolution and through an analytical approach, seek continuous improvement and propose process improvements.
Work independently and assist the team in realizing goals and standards – share knowledge and best practices.

Key Performance Indicators:

Adhere to productivity and quality standards as defined under the scope of Cargo Readiness Perform Cargo Readiness activity on daily basis.
Case management to be attendedand reverted within 6 hours or same working day whichever earlier.
Proactive approach towards engaging customers towards improved relationship management and better understanding of customer requirements & relay the same effectively within the organization.
Compliance to process flows, SOPs and standing instructions defined for the Cargo Readiness activities.

Qualifications and Skill Sets:

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 local language).
System savvy and well versedto MS-Office applications.
Previous experience in case management systemis an added advantage.
Demonstrable team-player skillsand ability to meet timelines and deadlines.