Customer Support Advisor handling customer inquiries across channels and guiding them through the eCommerce platform. A key role in customer relationship management at TVH, based in Estonia.
About the role
- Customer Service Advisor at CMA CGM providing exceptional customer experience for UK customers through phone and email communication. Collaborating with internal stakeholders to meet customer needs and enhance service delivery.
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
- 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
- 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.
Requirements
- Demonstrable background in a Customer Service environment (Shipping or Logistics experience a significant advantage)
- Excellent analytical skills, able to collate and analyse data and information with high attention to detail
- Exceptional communication skills, with the ability to build rapport and effective working relationships with key stakeholders, both internally and externally
- Excellent organisational and prioritisation skills, with high levels of resilience and the ability to manage multiple priorities in a fast-paced, customer-facing environment
- Proactive problem-solving skills
- Strong team player, able to build and sustain team morale and engagement.
Benefits
- 25 days annual leave (plus public holidays)
- Discretionary annual bonus
- Enhanced pension scheme up to 15% total contribution
- Life assurance x4
- Private healthcare (BUPA), BUPA Dental Plan + Healthcare Cash plan, including an Employee Assistance Programme
- Local and global development opportunities across 160 countries within the CMA CGM Group
- Hybrid Working
- Cycle to work scheme/ Season ticket loans
- Enhanced policies including Maternity & Paternity
- Employee recognition awards
- Considerable scope for personal and professional growth through the CMA CGM Academy
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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