Job Title : Executive/Senior Executive – Export – Customer Service

Department : Customer Care

Reporting To : Manager – Export Customer Service

Location : Noida

Short brief on role:

The export 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, country rules & restrictions, SOPs, best

practices and usage of E-Business tools.

• Longstanding unit’s follow-up with customers.

• Management of customer disputes.

• Perform timely system related updates to ensure smooth transactional flow across the

shipment lifecycle.

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