Customer Experience Partner

We have an exciting opportunity available for a Customer Experience Partner tojoin our Liverpool office. You will join us on a full–time basis. In return, you will receive a competitive salary and benefits.

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 150,000 people worldwide, including 2,900 in Marseilles where its head office is located.

The Customer Experience Partner Role

Working closely with the Customer Experience Team Leader to deliver best in class customer experience for our customers. Liaising with internal stakeholders to ensure that service levels are achieved and exceeded and to find solutions to fit our customer's needs and CMA CGM business objectives. Ultimately driving improvements in NPS score, carrier haulage volumes and update of VAS and cross sell products.

Shift Patterns: 8am – 4pm / 9am – 5pm (Main Shift) / 10am – 6pm

Please Note: Shift hours are subject to change. From time to time it may be necessary to work outside of these hours should business needs dictate.

Your responsibilities as our Customer Experience Partner will include:

• Monitoring daily performances and quality of service
• Being a Business Expert for transversal Customer Care processes and support customer care projects
• Enhancing Customer Experience for all Service deliverables and customer touchpoints
• Working closely with customer service managers, customers, GBS and internal stakeholders to achieve CX and NPS
• Providing exceptional customer experience for all general telephone/e–mail enquiries and face to face
• Delivering customer–specific key performance indicators (KPI) targets to meet customer satisfaction
• Working with CMA CGM shared service centres to ensure operational functions such as deliveries, collections, merchant own carrier requests are carried out within the necessary timeframes
• Responding to all queries (RFI's) within the KPI
• Managing Export and Import lifecycle case management
• Being a central point to handle exceptions/customer special demands /unexpected shipment disruptions/issues/complaints and provide appropriate solutions/alternatives within committed timelines

To become our Customer Experience Partner, you'll need:

• Educated to GCSE level or equivalent (minimum of grade C or equivalent in English and Mathematics)
• Experience in the shipping industry
• Knowledge of Microsoft Office suite of products including excel/teams/outlook
• A professional confident telephone manner
• The ability to remain calm under pressure
• The ability to establish & maintain good relationships with customers and colleagues
• Exceptional communication skills
• The flexibility to work out–of–hours when necessary/required
• Shipping / Freight Forwarding experience is beneficial
• Basic understanding of Health and Safety
• Conversant with CNS and FCP Port Systems

In return, we will offer our Customer Experience Partner:

• 25 days annual leave (plus public holidays) increasing with length of service plus an additional day over the Christmas period and the opportunity to buy/sell annual leave
• Discretionary annual bonus
• Generous pension scheme up to 26% of the total contribution
• Life assurance x4
• Commitment to promoting awareness and understanding of Mental Health through our Mental Health and Wellbeing Charter
• Health 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
• 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

Closing date for applications: Midnight on 9th December 2022

Are you bold, imaginative, ready to take the initiative with integrity, and feel you are the right candidate for the Customer Experience Partner Then please click 'apply' now! We would love to hear from you!