PT Container Maritime Activities • South Jakarta • Gaji tidak dicantumkan

Provide personalized support to the group's strategic customers, delivering a premium-level service aligned with their unique needs and expectations under the Premium Treatment Level. Case Management Responsibilities include ensuring all customer queries received through every channel are handled within the agreed SLA and quality standards through efficient coordination with relevant stakeholders, keeping customers updated throughout the resolution process. Prioritize customer requests based on the criticality of each query to align with customer expectations. Analyze incoming queries, consult with experts or route them to the appropriate team to achieve faster and higher-quality turnaround times. Escalate recurring customer issues and pain points to the Regional Office Customer Care manager and the related CCAM. Service Level Management involves monitoring SLA adherence to ensure customer service levels are maintained in line with the tender or contract SOP, with proactive monitoring. Serve as the exclusive point of contact for customers and develop strong relationships with them. Manage the full lifecycle of case management and dispatch cases to the back office team, acting as the single entry point for all customer queries in a SPOC mode. Customer Service owns the entire life cycle of interactions, and under any circumstances, customers must not be redirected to other departments. Respond to customer inquiries through calls, cases, or chat messages to provide support, answer questions, and resolve issues. Serve as the central point for handling exceptions and special customer demands. Address complaints and concerns arising from unexpected shipment disruptions or issues in a professional and efficient manner, offering appropriate solutions or alternatives within committed timelines. Coordinate with internal teams and follow up to ensure resolution. Contact customers and manage or coordinate system modifications when necessary, including vessel delays, call omits, roll overs, cut and run, late VGM, among others. Collaborate with other departments and manage communication across different teams such as Agency, HO, and Customers. Follow up on TPS and NPS feedback. Identify opportunities and propose upsell and cross-sell offerings to customers, including VAS, carrier haulage, VGM, and CEVA services. As a Focal Point for allocated customers only, conduct face-to-face meetings with customers to foster a continuous improvement environment. Support the Customer Care Account Manager (CCAM) during QBR and MBR sessions on operational issues and insights. Ensure tender or contract compliance and build reports and metrics according to the tender or contract SOP. Create personalized reports to analyze service delivery failures such as booking delay, draft BL delay, invoice accuracy, and others, and share findings with relevant stakeholders to improve the speed and quality of service delivery. Key Performance Indicators: a. First Call Resolution Ratio (FCRR) b. Case Resolution TAT c. I-Connect Nice CX One Service Levels d. Customer Satisfaction (NPS and TPS survey results) Qualifications and Profile: a. Strong knowledge in shipping with a minimum of 2 years of experience in liner shipping b. Excellent customer service experience with a minimum of 2 years of customer-facing activity c. Effective communication skills, including the ability to articulate various business scenarios with customers, senior business leaders, and middle management d. Strong customer-facing skills with the ability to build and nurture relationships e. Professional demeanor, positive attitude, and the ability to manage stress through challenging situations f. Excellent knowledge in LARA all modules g. Understanding of the CMA-CGM group organization, processes, and tools h. Basic proficiency with MS Office i. Graduate of a 3-year regular course, holding any bachelor degree or equivalent university degree

Customer Service Officer (Premium)

Deskripsi Pekerjaan

Ringkasan

Sumber & keterlacakan data

Lowongan Terkait Lainnya

Customer Service

Customer Service

Customer Expert – French Speaker

Customer Service Agent (REMOTE)