Customer Care Officer – ARO Customer Care

Led by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is continually innovating to offer its customers a complete and increasingly efficient range of new shipping, land, air and logistics solutions.

Committed to the energy transition in shipping, and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target to become Net Zero Carbon by 2050.

Through the CMA CGM Foundation, the Group acts in humanitarian crises that require an emergency response by mobilizing the Group’s shipping and logistics expertise to bring humanitarian supplies around the world.

Present in 160 countries through its network of more than 400 offices and 750 warehouses, the Group employs more than 155,000 people worldwide, including 4,000 in Marseilles where its head office is located.

Summary

In this role, you will be reporting to Head of Customer Care. You will work with various stakeholders i.e. Head Office (HO) teams, agency customer service managers and process excellence teams to achieve group strategic vision of improving customer experience. You will be responsible for assisting in implementation and monitoring of improvement initiatives to improve customer satisfaction (NPS), improve results of customer care KPIs and coordination of projects to improve agencies service quality and productivity.

We are looking for someone with experience in customer experience projects and strong analytical mindset.

Main Responsibilities:

• Promote and drive successful adoption of group customer service tools
• Monitor and report progress of APAC customer experience improvement strategies defined at regional and local levels for agencies and Global Business Services (GBS)
• Establish customer care community across APAC agencies and GBS network to improve customer care visibility, sharing of knowledge, feedback, best practices and achievements
• Keep abreast of agency customer care performance through weekly and/or monthly forums using performance dashboards and assist customer care managers to identify issues and frame corrective and/or preventive actions
• Coordinate deployment of global customer experience improvement programs i.e. customer journey mapping, customer care training, tools deployment and progress reporting on execution and outcomes
• Coordinate with various internal stakeholders within Asia Regional Offices (ARO), GBS, HO to address specific opportunities, pain-points, suggestions, or customer issues which require transversal support
• Gather feedback from customers and conduct market research on competitors and/or other industries as part of continuous improvement for customer experience
• Share knowledge and leverage on systems, training, benchmarking and other tools to achieve customer care objectives

To excel in this role, you should be someone with strong understanding in customer service and documentation process.

Minimum Requirements:

• Degree in relevant discipline
• At least 3 to 5 years domain experience, ideally in leading customer service teams within the industry.
• Supervisorial experience will be an added advantage

Come along on CMA CGM’s adventure !

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