Customer jobs in Indonesia

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.

• 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)

• First Call Resolution Ratio (FCRR)

• 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.