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. THE ROLE: The Customer Service Supervisor is instrumental in ensuring that customers receive excellent service, addressing their needs, and continually improving customer experience. RESPONSIBILITIES: <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="text-align:justify;margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Team leadership & Development</li> </ul> <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="text-align:justify;margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Lead, train and supervise the Customer Service Team to meet customer expectations</li> <li style="text-align:justify;margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Set clear operational goals and objectives for customer service team</li> <li style="text-align:justify;margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Provide coaching, mentoring and training to develop the team skills/competencies</li> </ul> <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="text-align:justify;margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Customer Experience Management</li> </ul> <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="text-align:justify;margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Visit customers when necessary to gather customer feedback for continuous improvements</li> </ul> <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="text-align:justify;margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Service Level Management</li> </ul> <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="text-align:justify;margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Deploy CMA-CGM group standard processes & tools</li> </ul> <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="text-align:justify;margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Resource Management</li> </ul> <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="text-align:justify;margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Manage staffing levels and allocate resources effectively to meet service level agreements</li> <li style="text-align:justify;margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Participate in recruitment, hiring and onboarding customer service staff</li> <li style="text-align:justify;margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Ensure staff is knowledgeable on group processes, SOPs & tools</li> <li style="text-align:justify;margin:0.0cm 0.0cm 8.0pt 24.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Develop and implement crisis management procedures for handling unexpected customer service challenges or disruptions.</li> </ul> REPORTING: <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="text-align:justify;margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Regular report on performance to agency Customer Care Manager/ Cluster and Rigional Office.</li> <li style="text-align:justify;margin:0.0cm 0.0cm 8.0pt 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Make on demand performance reports as per request.</li> </ul> KEY PERFORMANCE INDICATORS: <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="text-align:justify;margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Customer Satisfaction (NPS & TPS survey results)</li> <li style="text-align:justify;margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">First Call Resolution Ratio (FCRR)</li> <li style="text-align:justify;margin:0.0cm 0.0cm 0.0cm 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Case Resolution TAT</li> <li style="text-align:justify;margin:0.0cm 0.0cm 8.0pt 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">I-Connect Service Levels</li> </ul> <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="text-align:justify;margin:0.0cm 0.0cm 8.0pt 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif"> </li> </ul> Please ensure you are familiar with the CMA CGM Corporate <a href="https://cmacgmgroup.sharepoint.com/sites/CMA-MyCareerOpportunities/SitePages/Home.aspx" target="_blank">Internal Mobility</a> guidelines

Customer Service Supervisor Cambodia (Phnom Penh, KH) @ CMA-CGM

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