Customer Support Representative guiding customers by addressing product inquiries via email and chat. Documenting interactions and escalating issues while maintaining a positive attitude.
About the role
- Global Customer Service Quality Expert defining and driving quality standards across CMA CGM’s shipping network. Focused on service excellence, reducing customer effort, and enhancing the customer journey.
Responsibilities
- Define and drive quality standards across CMA CGM’s global shipping network
- Develop a global standard “Quality Framework" aligned with CMA CGM’s strategic pillars
- Build & implement the Global Quality Standards and audit framework
- Set up a simple system to check how well AI chatbots and automated email tools work
- Analyze customer feedback through “Voice of Customer” tools
- Establish quality dependencies for end-to-end shipment journey
Requirements
- 8+ years in Quality Management & business operations related to Customer Care in service industry
- ≥2 years in a Global/Regional role preferred within Shipping & Logistics
- Proven track record in Quality management systems and frameworks
- Understanding of the shipping lifecycle (Customer service, Booking, Documentation, disputes etc.)
- Lean Six Sigma certification is a plus; proven ability to turn audit data into business insights
- Exceptional influence-without-authority; cross-cultural collaboration; executive communication; change management
- IT proficiency and artificial intelligence knowledge to support operational and quality analysis
Benefits
- Professional development opportunities
- Global team events
- Health insurance
- Remote working options
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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