Role<\/p>\n
\tThe Cluster Customer Care Manager oversees customer experience for CMA CGM across South Africa, eSwatini, Lesotho, and Botswana. Acting as CMA CGM Customer Care Head Office\u2019s ambassador for transformation and innovation towards professional customer service delivery, this role leads the customer service division, ensuring efficient management of bookings, vessel capacity, invoicing, authority stops, idling containers, cargo releases, and timely resolution of all import and export queries. The manager collaborates with internal departments, shared service centres in Lebanon and India, and international CMA CGM offices to resolve customer issues and uphold the highest standards of service in line with Head Office policy. Additionally, the manager champions e-commerce adoption and prepares the market for digital transformation.<\/p>\n
Core Responsibilities:<\/p>\n
\tEnhance customer satisfaction by improving service delivery.
\n\tApply customer loyalty, relationship, and value management disciplines.
\n\tServe as the central contact for post-booking customer concerns.
\n\tCollaborate with the Quality and Process Manager to implement best practices.
\n\tCoordinate with relevant departments to resolve queries.
\n\tManage communications regarding vessel omissions, rollovers, short shipments, overweight containers, and change of destination requests.
\n\tOversee bill amendments in compliance with CMA CGM legal processes.
\n\tEnsure accuracy, empathy, and tact in handling customer disputes.
\n\tConduct performance reviews with VIP customers.
\n\tPromote and expand e-commerce and digital experiences for RSA customers.
\n\tLead staff recruitment, training, coaching, and appraisals.
\n\tMonitor original bill handling for approved customers via the e-platform.
\n\tDrive staff development and training initiatives.
\n\tEnsure compliance to avoid fines from authorities such as Customs, Police, and Transnet National Ports Authority (TNPA).<\/p>\n
Skills and Qualifications<\/p>\n
\tRelevant tertiary qualification and at least five years\u2019 senior management experience in shipping line and agency.
\n\tStrong analytical and problem-solving abilities.
\n\tProven leadership and motivational skills for managing large teams.
\n\tAbility to perform under pressure.
\n\tAdvanced proficiency in Microsoft Office, especially Excel.
\n\tHigh accuracy with figures.<\/p>\n
Personal Attributes<\/p>\n
\tStrong interpersonal and communication skills, with a commitment to protecting company interests
\n\tProfessionalism, patience, tact, and diplomacy in challenging situations
\n\tExcellent organizational and planning skills<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
jobs.cmacgm-group.com<\/p>\n
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