Customer Service Officer

PT Container Maritime Activities; Jakarta Utara; On-site; IDR 501.420.000 - 835.702.000; Full time

Job summary

A global shipping company in Indonesia is seeking a dedicated customer service professional to manage customer queries, ensure service level agreements, and enhance customer experience. The ideal candidate will have a strong background in shipping, excellent communication skills, and the ability to build lasting relationships. This role offers a dynamic environment where proactive problem solving is key, aiming for excellence in customer satisfaction.

Responsibilities

• Ensure customer queries are responded within agreed SLA & quality.
• Prioritize customer requests based on criticality to meet expectations.
• Analyze customer queries and consult experts for resolutions.
• Alert recurring issues to management for proactivity.
• Manage lifecycle of customer interactions effectively.

Skills

Strong Knowledge in Shipping

Excellent customer Service Experience

Effective communication skills

Great customer facing skills

Professional demeanor and positive attitude

Excellent knowledge in LARA all modules

Understanding of CMA-CGM group organization

Basic proficiency with MS Office

Education

Graduate (3 years regular course) Any bachelor degree

Job description

Provide exceptional customer service to the group Large/Advanced customers by offering support tailored to meet the unique needs and expectations according to Advanced Treatment Level in line with Group SLA.

Job Responsibilities

• Case Management
  • Case Ownership: Ensure all customer queries (received via all channels) are responded within agreed SLA & quality by efficient collaboration with relevant stakeholders whilst keeping customer informed during the resolution process.
  • Case Prioritization: Prioritizing of customer requests based on the criticality of the query to meet customer expectations.
  • Case Analysis & Dispatch: Analyze customer queries and consult experts or dispatch to the correct team for faster/quality turn around time.
  • Escalations: Alert and elevate customer recurring issues/pain points to Regional Office Customer Care manager.
  • Deliver SLA: ensure Service Levels are maintained.
  • Proactive action for Improvement Plan based on Weekly Performance.
  • Manage lifecycle case management and dispatch cases to back-office team. Be the single entry point for all customer queries in a dedicated team mode.
  • Customer service owns the entire lifecycle of interactions with customers and must not be forwarded to other departments.
  • Answering customer inquiries: Responding to customer calls, cases or chat messages to provide support, answer questions, and resolve issues.
  • Central point to handle exceptions / customer special demands.
  • Resolving complaints in case of unexpected shipment disruptions/ issues.
  • Addressing customer complaints or concerns in a professional and efficient manner, providing appropriate solutions/alternatives within committed timelines.
  • Coordinate with related internal teams and follow up to ensure Resolution.
  • Contact customers and manage/coordinate system modifications when needed (vessel delays, call omissions, roll over, cut & run, late VGM etc.).
  • Collaborate with other departments and manage communication between Different Teams (Agency, HO, Customers…)
  • Identify opportunities and propose to customers upsell or VAS such as Carrier haulage, VGM etc.
  • Follow up on TPS and NPS feedback.
  • Face to face meeting with customer to create continuous improvement environment.
  • Identify opportunities and propose to customers upsell and xsell (VAS/Carrier haulage/ VGM/CEVA services).
  • Ready for assignment based on specific Company’s needs.
  • Fully attend Training as per assignment.
  • Visit Customer as per special assignment such as Join Visit and Customer Journey Mapping.
  • Promote digital experience and educate customers to fully move to digital journey.
• First Call Resolution Ratio (FCRR)

Key Performance Indicators

• First Call Resolution Ratio (FCRR)

Qualifications and Profile

• Strong Knowledge in Shipping (minimum 5 Years of experience in liner shipping)
• Excellent customer Service Experience (minimum 2 years of customer facing activity)
• Effective communication skills (Ability to articulate various business scenarios with customers, senior business leaders & middle management)
• Great customer facing skills with ability to build and nurture relationships.
• Demonstration of professional demeanor, positive attitude, and ability to manage stress through challenging situations.
• Excellent knowledge in LARA all modules
• Understand CMA-CGM group organization, processes & Tools.
• Basic proficiency with MS Office
• Graduate (3 years regular course) Any bachelor degree or Equivalent University Degree

Manufacturing, Transport & Logistics 101-1,000 employees

Led by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is continually innovating to offer its customers a complete and increasingly efficient range of new shipping, land, air and logistics solutions.

Committed to the energy transition in shipping, and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target to become Net Zero Carbon by 2050.