海运大客户客服经理 Customer Care KAM
9千-1.2万·13薪上海市本科不限经验
职位描述
YOUR ROLE
As a Customer Care KAM, Premium Desk, BCO, you will provide ‘Red Carpet’ service to the group strategic BCO customers by offering personalized level of support, tailored to meet the unique needs and expectations according to Premium Treatment Level.
WHAT ARE YOU GOING TO DO
In this role, you will be expected to perform professionally by dedicating to below responsibilities:
+ 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, Analyze customer queries and consult experts or dispatch to the correct team for faster/quality turn around time.
- Handle exceptions/ customer requests/ issues / complaints and provide appropriate solutions/ alternatives.
+ Service Level Management
- Monitor SLA, Ensure customer Service Levels are maintained as SOP or alignment.
- Proactively provide alternative solution to customers in various constraints following company internal procedure and compliance requirements.
- Single Point of Contact, Act as exclusive single point of contact for customer & build strong relationship with the customer
- Manage lifecycle case management and dispatch cases to back office team. be the single entry point for all customer queries in a spoc mode.
- Respond to customer calls, cases to provide support, answer questions, and resolve issues
- Central point to handle exceptions / customer special demands
Resolving complaints in case of unexpected shipment disruptions/ issues
- Address 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 coordinate system modifications when needed (vessel delays, call omits, roll over, cut & run, late VGM etc.)
Collaborate with other departments and manage communication between different Teams (Agency, HO, Customers…)
- Follow up on TPS and NPS FEEDBACK.
- Identifying opportunities and propose to customers upsell and xsell
+ Customer Relationship Building
- Face to face meeting with customer to create continuous improvement environment
- Work with Customer Care Account Manager (CCAM) during QBR, MBR on operational issues, insights.
- Create personalized report to monitor shipment statys and analyze service delivery. Keep close to customers.
+ Others
- Support and contribute for company strategy (projects and system)
- Generate initiatives to serve for better experience to the customers.
- WHO ARE WE LOOKING FOR
WHO ARE WE LOOKING FOR
You will be a great fit if you have:
1. Strong knowledge in Shipping Industry (minimum 5 years of experience)
2. 3+ years as an Account Manager managing customer relationship or senior customer service officer
3. Commitment in delivering the best Customer Experience
4. Great customer facing skills with ability to build and nurture relationships
5. Analytical & Reporting aptitude (Data, Qliksense)
6. Effective communication skills (Ability to articulate various business scenarios with customers, senior business leaders & middle management)
7. Understand CMA CGM group organization, processes & Tools
8. Basic proficiency with MS Office
COME ALONG ON CMA CGM’S ADVENTURE!
20,861+ 岗位更新等你来订阅
一键订阅最新的岗位，每周送达
🎉恭喜你，订阅成功
继续订阅您可以在邮箱中随时取消订阅