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Company Name : CMACGM
Location : Norfolk, VA
Position : Live Chat Agent
Job Description : CMA CGM Group, founded by Jacques R. Saadé, is a leading worldwide shipping & logistics group. Now headed by Rodolphe Saadé, CMA CGM reinvents transport and logistics in order to offer an integrated maritime, port and land service that exceeds its customers’ expectations.
Present in over 160 countries through 755 offices, 750 warehouses, equipped with a young and diverse fleet of 511 vessels, CMA CGM serves 420 of the world’s 521 commercial ports and operates on more then 200 shipping lines. The group currently employs 110,000 people worldwide, including nearly 2,400 in Marseille, in its headquarters in Marseilles.
Position Summary:
Answer incoming customer inquiries. Provide tier 1 level of service in a live chat environment while delivering timely information and effective solutions to our customers. May flex between chat, email, and calls as needed to support our clients.
This position will be responsible to :
Answer incoming chats, calls, & emails from customers.
Find efficient & suitable solutions to enquiries during the 1st contact.
Ensure customers receive an excellent experience.
Proactively educate customers on solutions, information and services CMA can offer.
Provide updates on shipments using relevant resources, via reports, rail and terminal websites to provide accurate information to our customers. Release cargo at terminals and Lara when calls/emails are received. Review and Approve payment receipts as needed for timely cargo releases.
Liaison between external and internal customers for import issues and follow up with customers. Review service contracts to identify extended free time and assist with escalated disputes as needed.
Identify opportunities where we can work with customers to reduce incoming calls and emails. Place outbound calls to customers who have contacted us previously, getting to know their business needs and look for solutions to meet this.
Ensure contact information is accurate in LARA and Footprints. Educating customers on the benefits of eBusiness, what our website has to offer and walking customers through how to find information.
Seek and attend training opportunities to grow and further job development
Miscellaneous related duties or projects as assigned.
Skill Sets / Education & Experience Requirements:
High School Diploma required.
Minimum of 1 years general work experience required
Familiarity with a customer care environment
Ability to simultaneously navigate multiple websites and platforms
Flexibility and able to work in a team environment
Proficient computer skills to include basic Microsoft applications (Excel, Outlook, Word, Internet Explorer)
Ability to accept and retain instruction
Multi-tasking abilities to perform in a high-volume contact environment
Communicate and listen effectively
Emotional intelligence (empathy, calmness, active listening)
Able to think quickly to identify problems as well as research solutions
Display attention to detail
Excellent written communication and proven customer service abilities
Ability to work in a fast-paced environment
Basic understanding of US Geography
Must be available to work 9:00am – 6:00pm, Monday thru Friday
CMA CGM (America) LLC is committed to equal employment opportunity for all qualified persons without regard to race, color, religion, sex, national origin, pregnancy, age, sexual orientation, marital status, gender identity, veteran status, disability, or any other legally protected classification.
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