Customer Service Assistant
CMA CGM
Heredia, Costa Rica
hace 11 días

Part of the CMA CGM Group, APL is one of the world’s leading ocean carriers, providing world-class container shipping and terminal services, as well as intermodal operations supported by leading-edge IT and ecommerce.

APL offers transcontinental cargo shipping across Asia, North and South America, Europe, the Middle East, the Indian subcontinent and Australia through more than 90 weekly services, calling ports in over 50 countries worldwide.

1.Position Customer Service Assistant level 1

This position is primarily responsible for providing customer service by providing status of shipments, identifying problems during customer interaction in order to bring them to resolution per defined processes using both email and phone interaction.

This entails quick learning of a wide area of knowledge and to provide quick problem resolution so that cargo movement and customer satisfaction is not impacted negatively.

Efficient problem solving requires gained knowledge in the following areas : International Tariffs, Ocean Documentation, Equipment, Freight Cashier, Operations, Logistics, and Cargo Delivery.

Keys Results (KPI’s)

Result Measurement (Metric)

Timely and accurate response to internal and external customers.

Turn-time commitments established and metrics reported.

Complete high level of volume associated with all daily functions in order to ensure timely cargo movement in North America.

Volume trends established and metrics reported.

Achieve Customer Satisfaction.

Annual customer surveys and results analyzed for improvement opportunities.

Process system / booking / BL changes / updates correctly according to departmental guidelines.

Financial errors according to department guidelines

APL is part of the successful CMA CGM Group, the world's 3rd largest container shipping company

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