The company is headquartered at the CMA CGM Tower in Marseille, France,[8] and is the third largest container shipping company in the world.[9] The company's 2023 annual revenue was US$47 billion.[4]
CMA CGM business activities include shipping, port operation, supply chain management and warehousing, with a presence in 160 countries through 400 offices, 750 warehouses, 155,000 employees and a wide fleet of 593 vessels. CMA CGM serves 420 of the world's 521 commercial ports and operates 257 shipping lines
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The Customer Services Manager will have a national responsibility to manage, anticipate and improve the customer experience from CMA CGM in South Africa and Botswana. Primary responsibility entails building and managing a customer services team, which receives all import and export customer queries, and ensure resolution to customers within the agreed turnaround times. Liaising with other departments, business units, Shared Service Centre in India and CMA CGM offices abroad is integral in the resolution process.
The manager is responsible to ensure the team is always motivated, able to overcome challenges and delivering the highest standard of customer experience in the market and as per CMA CGM HO policy. Be the champion of E-Commerce Systems, engaging and assisting customers to utilize the CMA CGM platform and creating an awareness and preparing our market towards CMA CGM vision of digitalization.
Responsibilities
Responsible for improving customer experience with the goal of increasing customer satisfaction
Effective use of three disciplines to improve customer experiences: customer loyalty management, customer relationship management and customer value management
Collaborate with Quality & Process manager to implement best practices cross functionality to deliver seamless customer service
Liaise with relevant departments, collating all responses to resolve customer queries
Improve the customers’ experience when managing customer disputes
Provide accuracy, empathy and tact when managing customer disputes
Customer Queries under scope in addition to the above responsibilities
Visit to Customers to review mutual performances
Enhance and increase the E-Commerce/ Digital Experience of RSA Customers
Manage staff recruitment and appraisals
Train & Coach staff to deliver a high standard of customer service
Manage and monitor the original bill stationery handling process – with relevantly approved customers using our E-platform
Manager user discipline and quality levels on iConnect (telephony system) and NOVA cases TAT as per prescribed kpis
Work in collaboration with CX Manager and CS Supervisor, towards achieving continuous Customer Experience Improvement
Staff development managed as per individual users’ performance levels and gap analysis
Ensure TPS and NPS call closures and relevant documented actions plans, with deadlines captured onto the FBL tool and customer feedback given timeously
Skills and Qualifications:
Relevant tertiary qualification plus minimum years of supervisory/management experience in Shipping Line and Agency
Good analytical and problem-solving skills meeting customer demands and internal deadlines
Motivational skills and an ability to lead a big team
Ability to work under pressure
Organisation and planning skills
Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations
High level MS Office proficiency
Accuracy with figures and possess advanced Excel literacy
Interpersonal skills and good sense of communication make you a valuable team player and able to protect the best interests of our Company.
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