Customer Care Account Manager

American President Lines; Auckland; Hybrid; NZD 70,000 - 90,000; Full time

Job summary

CMA CGM Group is seeking a Customer Care Account Manager in Auckland, New Zealand to manage relationships and service delivery for Elite Customers, ensuring KPIs and SLAs are met. Reporting to the Customer Care Manager, this permanent full-time role requires strong customer service, excellent communication, and the ability to coordinate with internal and external stakeholders to resolve issues.

Join a diverse Oceania team and contribute to delivering a high-quality customer experience while

Qualifications

• Full working rights in New Zealand.
• Experience in customer service and relationship management.
• Ability to coordinate with internal and external stakeholders.

Responsibilities

• Manage customer enquiries and provide timely, effective solutions for Elite Customers.
• Ensure customer KPIs and globally agreed SLAs are consistently met.
• Drive continuous improvement initiatives to enhance the customer experience.
• Identify opportunities to promote value-added services and increase self-service.
• Coordinate with internal and external stakeholders to resolve issues and support customer needs.

Skills

Customer service

Relationship management

Communication skills

Multitasking

Problem solving

Stakeholder collaboration

Job description

Auckland, NZ

Customer Care Account Manager

Join our diverse Oceania team in Auckland, Aotearoa and grow your career with us!

We are CMA CGM, the business that moves in excess of 22 million containers of cargo every year from over 400 different seaports. Backed by a diverse portfolio of brands and subsidiaries, the CMA CGM Group is the third largest container shipping Group in the world, making us well equipped to move cargo from door-to-door, on a global scale.

ANL is a long-standing brand within the CMA CGM Group with a vision for the future. Headquartered in Melbourne, ANL Container Line offers shipping services to all major Oceania destinations, with extensive coverage throughout Australia, New Zealand, Asia, the West Coast of America, South Asia, Papua New Guinea, and the Pacific Islands.

Our mission is to lead sustainable change within the maritime industry. As we embark on this large-scale transformation journey, we are calling for our team members to be both bold and imaginative to achieve the needs of our business. We are growing and changing the way we serve our customers. If you are willing to roll your sleeves up and contribute to this journey, we would love to hear from you!

About the Role:

Reporting to: Customer Care Manager
Employment Type: Permanent, Full-Time
Work Location: Auckland, New Zealand

The Customer Care Account Manager manages relationships and service delivery for Elite Customers, ensuring KPIs and SLAs are met while providing timely solutions and a high-quality customer experience.

The role and responsibilities will include:

• Manage customer enquiries and provide timely, effective solutions for Elite Customers.
• Ensure customer KPIs and globally agreed SLAs are consistently met.
• Drive continuous improvement initiatives to enhance the customer experience.
• Identify opportunities to promote value-added services and increase self-service.
• Coordinate with internal and external stakeholders to resolve issues and support customer needs.

To be successful in this role, you will need:

• Strong customer service and relationship management skills.
• Excellent written and verbal communication skills.
• Ability to manage multiple customer interactions and priorities.
• Strong problem-solving skills with a proactive and solutions-focused approach.
• Ability to collaborate effectively with internal and external stakeholders.

Eligibility Requirements

• Applicants must have full working rights in New Zealand.
• We’re building our team locally and are looking for people who want to grow with us and contribute to our whānau here in Aotearoa; applications from overseas candidates expecting remote work will not be considered.

Kia ora, Talofa, Halo – we welcome all local talent ready to join our diverse Oceania team!

We are continuously striving to provide new opportunities and benefits that make our business a great place to work, but the truth is that it’s our people who make us want to come to work every day. We make time to engage, connect and celebrate the moments that matter with our colleagues.

We have a strong culture built around supporting progression and promotion and offer a diverse and engaging training calendar that provides you with the opportunity for growth, no matter your interests.
In an ever-changing economy, the shipping industry remains a beacon of stability, and our continued success is a testament to our unwavering commitment to excellence. We prioritise delivering exceptional experiences to both our customers and our employees.

The CMA CGM Group is also deeply committed to sustainability. We demonstrate our dedication to acting for the planet, people, and fair trade, through initiatives like reducing greenhouse gas emissions, promoting equity and inclusion in the workplace, educating employees on climate issues, and engaging in community and environmental projects.

Some of our other benefits include:

• Study leave and study reimbursement
• Flexible working options
• Life Insurance benefits along with subsidized Health Insurance
• Employee Wellbeing Support – Mental, cultural, financial, and health resources, including Telus Health
• Opportunity to participate in volunteer initiatives
• Access to 3000+ learning resources and courses
• Opportunity for career development in Asia Pacific, Europe and other office locations globally

Our Commitment to Diversity

At CMA CGM, we take pride in being one of the most culturally diverse organisations locally and globally, fostering a respectful, inclusive, and collaborative environment where all employees can thrive. Our strength lies in our people, and embedding Diversity, Equity, and Inclusion (DEI) into our culture is essential to our ongoing success. By Acting for People, we harness the unique perspectives and experiences of our teams, benefiting our employees, customers, and the communities we serve. We welcome and encourage applications from all qualified individuals, and celebrate the variety of backgrounds, experiences, and perspectives that make our teams stronger.

Join us at CMA CGM, where your potential meets endless possibilities, and together, we shape the future of global shipping.