Customer Service Manager – Cluster Senegal

Presentation of CMA CGM Headed by Rodolphe Saadé, the CMA CGM Group, a world leader in shipping and logistics, serves more than 420 ports worldwide 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 continuously innovates to offer its customers a complete and ever more efficient range of solutions for maritime, land, air and logistics transport. Committed to the energy transition of maritime transport and a pioneer in the use of alternative fuels, CMA CGM Group has set itself the goal of achieving carbon neutrality by 2050. Through the CMA CGM Foundation, the group also intervenes in situations of humanitarian crisis requiring an emergency response, mobilizing its expertise in the fields of maritime transport and logistics to deliver humanitarian supplies around the world. Present in 160 countries through a network of more than 400 offices and 750 warehouses, the group employs more than 155,000 people worldwide, including 4,000 in Marseille, where its head office is located. Your role

Experience

As a Customer Service Manager – Cluster Senegal, your role is essential to guarantee customers a quality service, meet their needs and continuously improve their customer experience.

Responsibilities

Your main responsibilities Management and development of the team

• Lead, train and supervise the customer service team to meet customer expectations.
• Define clear operational objectives for the customer service team.

Required skills

• Coach, mentor and train employees to develop their skills and abilities. Customer experience management
• Meet with customers when needed to gather feedback and identify avenues for continuous improvement. Management of service levels
• Deploy standard CMA CGM Group processes and tools. Resource management
• Manage staffing and allocate resources effectively to meet agreed service levels.
• Participate in the recruitment, hiring and integration of customer service employees.
• Ensure staff are familiar with the group’s processes, standard operating procedures (SOPs) and tools.
• Develop and implement crisis management procedures to deal with unforeseen situations or disruptions affecting customer service. Reporting
• Ensure regular performance reporting to the agency’s Customer Care Manager.
• Produce, on request, performance reports as required.

Candidate profile

You are passionate about customer service and want to evolve in an international environment where customer satisfaction is a priority. To succeed in this position, you ideally need to have the following qualifications and skills:

• At least 5 years of experience in liner shipping.
• At least 2 years of experience in a function in direct

[Click the Apply button below to apply, and Create my CV to build a CV tailored to this offer, professionally]