Main tasks and Responsibility
Execute Customer Journey Mapping to understand the wants and needs of different customer personas
Drive to bring in a culture of customer-centricity in the organization
Develop action programs to improve processes around customer touch points.
Influence and inspire the leadership team and cross-functional peers to analyze and take action on customer feedback to improve customer experience.
Establish communication mediums through which customers can readily contact a company and vice versa
Focus on implementing Automated Call Distribution to enhance call quality, response time and prompt ticket closure for customers
Develop & implement strategies to enhance CSAT, CES, NPS
Connect the CS KPIs and customer feedback and draw insights from the analysis and build action plans.
Establish monitoring of CX improvement in the agencies.
Skills and Qualification:
Qualification in Maritime Studies (Maritime Business) Bachelor’s Degree or equivalent
Previous experience in Salesforce platform
3-5 years of experience in the field of Shipping & Logistics
Experience in Project Management, Business Process Management, Transformation, Continuous Improvement, Digitization, Customer Experience.
Demonstrated ability to execute process improvement initiatives and projects that integrate business objectives into accountable outcomes
Demonstrated excellence in engage in transformational change, innovation initiatives and process improvements.
Strong change management skills with influence and negotiation capabilities
Excellent presentation, communication, and interpersonal skills
Apply via :
jobs.cmacgm-group.com
