Head of Import & Export Customer Service
CMA CGM
Total years of experience :21 years, 0 Months
Drives a culture of customer care excellency by implementing collaborative management processes across departments.
Reviewing business ineffective areas quarterly and proposing effective solutions for improving.
Monitoring and analyzing team’s performance in order to ensure customer centricity strategy strictly applied, objectives achieved and KPI’s met.
Managing and developing complains management tools.
Monitoring and analyzing client’s performance.
In charge of planning and organizing quarterly client’s satisfaction survey.
Working on continuous business improvement ensuring customers gain the best positive customer experience either on a proactive basis or by responding to their feedbacks.
1- Monitoring the team’s performance.
2- Provide guidance to the Subordinates.
3- Ensure work tasks implemented in due time.
4- Enhance Responding on spot to clients written enquiries.
5- Standardize client waiting time.
6- Focus on team responsive & client inquiries & problems.
7- Enhance company revenue by sending leads to sales team.
8- Build customer relationships; ensure long-term customer satisfaction & loyalty
9- Educate customers on how to fill out forms and how to use our e-services.
10- Investigated and resolved complaints through grievance process.
11- Preparing load lists.
12- Ensure full utilization of space and pushing for max bookings on each vsl.
13- Handling the B/Ls printing operation with documentation team.
14- Handling the Invoicing operation with the revenue control team.
15- Monitor and coordinate invoicing and shipping functions.
16- Ensure proper docs preparation.
17- Monitoring the allocations with the HO.
18- Forecasting.
19- Preparing reports to the customer service manager and the Top Managers.