Verified Job
Customer Support / TeleCaller
Executive Senior Executive Customer Care Export
Customer Support / TeleCaller
#440114
Remote / WFH
Job Description
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
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
