Customer Service Manager South Africa

1 week 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 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 managementCollaborate with Quality & Process manager to implement best practices cross functionality to deliver seamless customer serviceLiaise 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 responsibilitiesVisit 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 kpisWork in collaboration with CX Manager and CS Supervisor, towards achieving continuous Customer Experience ImprovementStaff development managed as per individual users' performance levels and gap analysisEnsure 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 AgencyGood analytical and problem-solving skills meeting customer demands and internal deadlinesMotivational 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. 

Come along on CMA CGM's adventure

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