Customer Care Director South Africa

7 hours ago

Umhlanga, KwaZulu-Natal, South Africa CMA CGM Full time R750 000 - R1 800 000 per year

Job description:

Role

The Cluster Customer Care Manager oversees customer experience for CMA CGM across South Africa, eSwatini, Lesotho, and Botswana. Acting as CMA CGM Customer Care Head Office's ambassador for transformation and innovation towards professional customer service delivery, this role leads the customer service division, ensuring efficient management of bookings, vessel capacity, invoicing, authority stops, idling containers, cargo releases, and timely resolution of all import and export queries. The manager collaborates with internal departments, shared service centres in Lebanon and India, and international CMA CGM offices to resolve customer issues and uphold the highest standards of service in line with Head Office policy. Additionally, the manager champions e-commerce adoption and prepares the market for digital transformation.

Core Responsibilities:

  • Enhance customer satisfaction by improving service delivery.
  • Apply customer loyalty, relationship, and value management disciplines.
  • Serve as the central contact for post-booking customer concerns.
  • Collaborate with the Quality and Process Manager to implement best practices.
  • Coordinate with relevant departments to resolve queries.
  • Manage communications regarding vessel omissions, rollovers, short shipments, overweight containers, and change of destination requests.
  • Oversee bill amendments in compliance with CMA CGM legal processes.
  • Ensure accuracy, empathy, and tact in handling customer disputes.
  • Conduct performance reviews with VIP customers.
  • Promote and expand e-commerce and digital experiences for RSA customers.
  • Lead staff recruitment, training, coaching, and appraisals.
  • Monitor original bill handling for approved customers via the e-platform.
  • Drive staff development and training initiatives.
  • Ensure compliance to avoid fines from authorities such as Customs, Police, and Transnet National Ports Authority (TNPA).

Skills and Qualifications

  • Relevant tertiary qualification and at least five years' senior management experience in shipping line and agency.
  • Strong analytical and problem-solving abilities.
  • Proven leadership and motivational skills for managing large teams.
  • Ability to perform under pressure.
  • Advanced proficiency in Microsoft Office, especially Excel.
  • High accuracy with figures.

Personal Attributes

  • Strong interpersonal and communication skills, with a commitment to protecting company interests
  • Professionalism, patience, tact, and diplomacy in challenging situations
  • Excellent organizational and planning skills

  • Customer Service Rep

    7 hours ago

    Umhlanga, KwaZulu-Natal, South Africa Swifty Sports South Africa Full time R250 000 - R400 000 per year

    Join a Global Team | Now Hiring: Full-Time Customer Care Specialists (Durban, South Africa)Swifty Sports, a rapidly growing international sports betting and gaming brand with operations in the UK, Ireland, and soon South Africa, is expanding its operational support team. We're looking for full-time Customer Care Specialists to join our Durban based team and...

  • Customer Care Agent – UK B2B

    4 days ago

    Umhlanga, KwaZulu-Natal, South Africa The Unlimited Group Full time R104 000 - R208 000 per year

    Customer Care Agent – UK B2BLocation: Umhlanga, Durban | Full-TimeWe are looking for experienced Customer Care Agents to join our growing international team, supporting UK B2B clients.In this role, you will:• Be the first point of contact for business customers via inbound and outbound calls, email, and online chat.• Handle a wide range of enquiries...

  • Customer Service Representative

    2 weeks ago

    Umhlanga, KwaZulu-Natal, South Africa Careerbox Africa Full time R60 000 - R80 000 per year

    Careerbox is looking for Customer Service EnthusiastsSA's largest Contact Centre is currently recruiting Customer Care Representatives to support our international clients and provide a world class experience.RequirementsExcellent spoken EnglishGrade 11/ Grade 12/ NQF Level 4Computer Literate and ability to speed typeAbility to work rotational shifts/USA...

  • Customer Service Agent

    1 week ago

    Umhlanga, KwaZulu-Natal, South Africa Careerbox Africa Full time R66 500 - R73 916 per year

    Careerbox is looking for Customer Service EnthusiastsSA's largest Contact Centre is currently recruiting Customer Care Representatives to support our international clients and provide a world class experience.RequirementsExcellent spoken EnglishGrade 11/ Grade 12/ NQF Level 4Computer Literate and ability to speed typeAbility to work rotational shifts/USA...

  • Inbound Call Centre Agent

    1 week ago

    Umhlanga, KwaZulu-Natal, South Africa Careerbox Africa Full time R58 500 - R78 800 per year

    Customer Service EnthusiastsCCI is currently recruiting Customer Care Representatives to support our international clients and provide a world class experience.RequirementsExcellent spoken EnglishGrade 11/ Grade 12/ NQF Level 4Computer Literate and ability to speed typeAbility to work rotational shifts/USA HoursA Clear Criminal/Credit RecordMinimum of 6...

  • Catering Manager

    4 days ago

    Umhlanga, KwaZulu-Natal, South Africa BUSAMED GATEWAY PRIVATE HOSPITAL Full time R104 000 - R208 000 per year

    Company DescriptionBUSAMED GATEWAY PRIVATE HOSPITAL is located in Umhlanga, KwaZulu-Natal, South Africa. The organization is well-regarded for its commitment to providing high-quality medical care. With a focus on excellence and patient-centric services, it operates as part of a network offering specialized healthcare solutions. BUSAMED GATEWAY PRIVATE...

  • Retail Sales Assistant

    1 week ago

    Umhlanga, KwaZulu-Natal, South Africa Cannafrica South Africa Full time R120 000 - R180 000 per year

    Are you passionate about cannabis culture and delivering excellent customer service? Cannafrica is looking for enthusiastic, reliable, and professional individuals to join our team as Casual Staff.

  • Financial Adviser

    6 days ago

    Umhlanga, KwaZulu-Natal, South Africa Liberty Group South Africa Full time R600 000 - R1 200 000 per year

    Join the Liberty Life Umhlanga Financial Adviser TeamEmpower yourself. Empower others. Build your financial advisory career with Liberty Life Umhlanga.Are you passionate about helping people achieve financial freedom while building lasting client relationships?Do you want your effort and diligence to directly determine your rewards?As a Financial Adviser at...

  • Theatre Unit Manager

    2 weeks ago

    Umhlanga, KwaZulu-Natal, South Africa Netcare Full time R200 000 - R250 000 per year

    We provide meaningful careers that connect people with purpose.We are united by a common purpose of providing the best and safest care; and by our shared values of Care, Truth, Participation, Compassion and Dignity. Netcare invites you to be part of our journey.Inherent RequirementsA relevant nursing qualification (Diploma in General Nursing/ B Cur Degree)...

  • Trainee Planner

    1 week ago

    Umhlanga, KwaZulu-Natal, South Africa 183daa3a-67b1-458d-9893-bcb3b42dc408 Full time R87 000 - R250 000 per year

    Company DescriptionRetailability is a South African retail group established in 1984, encompassing well-known brands such as Edgars Fashion and Edgars Beauty. With a presence of over 113 stores across Southern Africa, including South Africa, Namibia, Botswana, Lesotho, and Swaziland, Retailability is committed to delivering authentic and affordable fashion...