Customer Service Senior Supervisor India

JOB DESCRIPTION

Job Title                                       :             Manager

Department                                :             Customer Care

Sub Department                        :             Customer Service - Import

Reporting                                    :             Area General Manager

Role Summary:

• The import customer service manager will be part of the regional customer service team in-charge of day-to-day team management activities & will be responsible to provide leadership and direction to the import customer service team, in line with group standards and requirements.
• The position will report administratively to the area general manager and functionally to the deputy general manager / general manager – customer care.

Core Responsibilities:

• Ensure compliance and adherence to CMA CGM group processes, requirements and internal quality management system.
• Day-to-day team management & administration, including setting and monitoring individualKPIs and KRAs.
• Mapping customer requirements along with commercial team and ensuring up-to-date customer profiles are maintained and well communicated to service delivery and SSC teams.
• Development of knowledge support bank to improve effectiveness of case management system.
• First point of contact for all the escalations/ issues within the zone for all the customer service activities & liaison with relevant internal and external stakeholders.
• Prepare local reports & analytics and / or utilise centrally provided analytics to monitor the performance of the team and to take proactive actions/ measures for continual improvement and when required.
• Perform root cause analysis for errors / quality defects and initiate effective corrections and corrective actions.
• Suggest new initiatives for continuous process & customer experience improvements based on internal and / or market dynamics.
• Guide the team through the change management process as and when required.
• Exigency management as required by the business continuity plan.

Key Performance Indicators:

• Adherence of all KPIs and procedures related to import customer service department.
• Ensure team compliance to process flows, SOPs and standing instructions defined for the import customer service activity.
• Achievement of organisational targets viz; net promoter score, customer satisfaction index, customer effort score & any other targets defined by organisation.