Customer Service Manager

CMA CGM; Umhlanga Rocks; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A leading shipping company is seeking a Customer Services Manager to oversee and enhance the customer experience. This role demands strong leadership to manage a team handling import and export queries efficiently, ensuring timely resolutions while collaborating with various departments. Ideal candidates will possess a relevant qualification and significant experience in management within the Shipping Line industry. The position requires excellent analytical skills, problem-solving abilities, and a proactive approach to staff development and customer relations.

Qualifications

• Minimum years of supervisory/management experience in Shipping Line and Agency.
• Must be able to lead a big team effectively.
• High level proficiency in MS Office and advanced Excel.

Responsibilities

• Manage and improve customer experience to increase satisfaction.
• Collaborate with Quality & Process manager for best practices.
• Train & coach staff to deliver high standard customer service.
• Ensure timely resolution of customer queries.
• Manage staff recruitment and appraisals.

Skills

Analytical skills

Problem-solving skills

Motivational skills

Ability to work under pressure

Organisation skills

Planning skills

Interpersonal skills

High level MS Office proficiency

Advanced Excel literacy

Education

Relevant tertiary qualification

Job description

Job description:

Role

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.