Customer Service Officer - Jamaica (Temporary Role)

Hiring company: CMA CGM Jamaica Source: LinkedIn Jamaica Reports To Customer Service & Service Delivery Supervisor Location Jamaica Purpose and Mission: The Customer Service Officer is instrumental in providing ‘Red Carpet’ service to the Group’s strategic customers by offering personalized level of support, tailored to meet the unique needs and expectations according to standardised Treatment Level. He/She instrumental in ensuring that customers receive excellent service, addressing customers’ needs, and continually improving the customer experience He/she is also incumbent in providing exceptional customer service to the group Large/Advanced customers by offering support tailored to meet the unique needs and expectations according to the Group SLA. JOB OVERVIEW Responsibilities and Duties Case Management • 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, Analyse customer queries and consult experts or dispatch to the correct team for faster/quality turnaround time. • Escalations: Alert and escalate customer recurring issues/pain points to Customer Service & Service Delivery Supervisor as first point of contact and CCM as required. Service Level Management • Monitor SLA, ensure customer Service Levels are maintained as tender/contract SOP/SLA • Proactive Monitoring of SLA • Single Point of Contact, act as exclusive single point of contact for Premium customers & build strong relationship with the customer and address Advanced/Large customer queries in a dedicated team mode. • Manage lifecycle case management and dispatch cases to back-office team. Be the single-entry point for all customer queries. • As the Customer Service Officer, ownership of s the entire LIFE CYCLE of interactions. Clear understanding that there are NO circumstances under which the customer 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 as per SLA for premium customers • 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…) • Follow up on TPS and NPS Feedback, collaborating with CXM to address gaps. • Identifying opportunities and propose to customers upsell and xsell (VAS/Carrier haulage/ VGM /CEVA/APL services) Focal Point (For allocated customer only - Premium) • Face to face meeting with customer to create continuous improvement environment • Support Customer Care Manager (CCM) on operational issues, insights. • Tender/contract compliance, Build reports & metrics as per tender/contract SOP • Create reports to analyse service delivery failures (Booking Delay, Draft BL Delay, Invoice accuracy, etc.) and share with relevant stakeholders to improve service delivery speed & Quality – provide recommendations to address gaps May be required to cover as back up for other related Customer Service support as per training. Performs any other related duties as directed by the Customer Service and Service Delivery Supervisor, CCM and /or his/her designate. KEY PERFORMANCE INDICATORS: • Customer Satisfaction (NPS & TPS survey results) • Case Resolution TAT • I-Connect Nice CX One Service Levels • Dispute Resolution TAT Work Relationships Customers 3rd Party Agency CMA CGM Agencies Staff (Local & Global) CMA CGM Global Business Services (GBS) CMA CGM Group Regional Office CMA CGM Group Regional Customer Care Manager GKAM Global Key Account Manager QUALIFICATIONS AND PROFILE Knowledge, work experience, skills & competencies • Knowledge of shipping an asset • 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) • Excellent customer-facing skills with ability to build and nurture relationships. • Demonstration of professional demeanor, positive attitude, and ability to manage stress through challenging situations. • Knowledge of LARA an asset • Strong working knowledge of SLA • Understand CMA-CGM group organization, processes & Tools. • Strong work ethic, able to accept feedback to address performance gaps • Proficiency with MS Office • Bachelor’s Degree or equivalent