Customer Service Advisor - Liverpool

Job summary

Working closely with the Customer Services Team Leader and wider Customer Service team colleagues to deliver best in class customer experience for our customers.

Liaising with internal stakeholders to ensure that service levels are achieved and exceeded and to find solutions to fit our customers' needs and CMA CGM business objectives.

Responsibilities

• Provide exceptional customer experience for all CMA CGM UK customers, by both telephone and email
• Business Expert for transversal Customer Care processes and support customer care projects
• Work closely with customer service managers, customers, GBS and internal stakeholders to achieve high levels of customer experience and positive NPS ratings at every opportunity
• Deliver customer-specific key performance indicators (KPI) targets to meet customer satisfaction
• Work with CMA CGM shared service centres to ensure operational functions such as deliveries, collections, merchant own carrier requests are carried out within the necessary timeframes
• Manage Export and Import lifecycle case management via inhouse case management system
• Central point to handle exceptions/customer special demands/unexpected shipment disruptions/issues/complaints and provide 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, rollover, cut & run, late VGM etc.)
• Manage booking amendments/cancellations (after empty release) only if not handled at booking desk
• Manage communication between Different Teams (Agency, HO, Customers...)
• Support continuous improvement of process and procedures within the Imports department and suggest ideas/improvements for the organisation
• Deal with customer complaints professionally and contribute to root cause analysis and continuous improvement.

Job description