Customer Care Director South Africa

2 hours ago

Durban, KwaZulu-Natal, South Africa CMA CGM Full time

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.

Through the CMA CGM Foundation, the Group acts in humanitarian crises that require an emergency response by mobilizing the Group's shipping and logistics expertise to bring humanitarian supplies around the world.

Present in 160 countries through its network of more than 400 offices and 750 warehouses, the Group employs more than 155,000 people worldwide, including 4,000 in Marseilles where its head office is located.

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

Come along on CMA CGM's adventure

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