JOB PURPOSE
The Customer Service Team Leader is instrumental in leading a team of Customer Experience specialists to deliver excellent levels of service to our customers, addressing their needs, and continually improving the customer experience.
MAIN RESPONSIBILITIES
Team leadership & Development
* Lead, train and supervise the Customer Service Team to meet customer expectations
* Set clear operational goals and objectives for the customer service team
* Provide coaching, mentoring and training to develop the team's skills/competencies
Customer Experience Management
* Visit customers when necessary to gather customer feedback for continuous improvements
Service Level Management
* Deploy CMA-CGM group standard Processes & tools
Resource Management
* Manage staffing levels and allocate resources effectively to meet service level agreements
* Participate in recruitment, hiring and onboarding customer service staff
* Ensure staff is knowledgeable on group processes, SOPs & tools
* Develop and implement crisis management procedures for handling unexpected customer service challenges or disruptions.
Reporting
* Regular reporting on performance to agency Customer Care Manager
* Produce on-demand performance reports as per request
WORK RELATIONSHIPS
* Customers
* CMA CGM Agencies Staff (Local & Global)
* CMA CGM Global Business Services (GBS)
* CCAM Global Customer Care Account Manager
* GKAM Global Key Account Manager
* CMA CGM Group Regional Customer Care Manager
KNOWLEDGE, SKILLS & EXPERIENCE
* Strong knowledge and experience in the Shipping & Logistics industries would be advantageous
* Demonstrable people management experience within a Customer Service environment
* Effective communication skills (Ability to articulate various business scenarios with customers, senior business leaders & middle management)
* Great customer-facing skills with the ability to build and nurture relationships
* Demonstration of professional demeanor, positive attitude, and ability to manage stress through challenging situations
* Excellent knowledge in LARA all modules
* Understand CMA CGM group organization, processes & tools
* Basic proficiency with MS Office
* Strong change management skills with influence and negotiation capabilities.
* Excellent presentation, communication, interpersonal and decision-making skills.
* Previous experience in Salesforce platform.
* Excellent stakeholder management, able to work transversally.
* Ability to manage large scale change, leading and supporting the team through the same.
* Comfortable with complex, impactful decision-making.
* Strong communicator, able to adapt easily according to the audience and can easily explain the why.
* Creativity in problem solving
BENEFITS
* 25 days annual leave (plus public holidays) increasing with length of service plus additional day over Christmas period and the opportunity to buy/sell annual leave
* Discretionary annual bonus
* Enhanced pension scheme up to 15% total contribution
* Life assurance x4
* Commitment to promoting awareness and understanding of Mental Health through our Mental Health and Wellbeing Charter
* Private healthcare (BUPA) + Healthcare Cash plan, including an Employee Assistance Programme
* Local and global development opportunities across 160 countries within the CMA CGM Group, including opportunities at our iconic Head Office tower in Marseille
* Hybrid Working
* Cycle to work scheme/ Season ticket loans
* Enhanced policies including Maternity & Paternity
* Employee recognition awards
* Considerable scope for personal and professional growth through the CMA CGM Academy
CMA CGM Group is proud to define itself as a family business built on strong human values.
Join us and discover a world of opportunities!
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