Customer Care Director South Africa needed at CMA CGM

Role

• The 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’s 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.

Core Responsibilities:

• Enhance customer satisfaction by improving service delivery.
• Apply customer loyalty, relationship, and value management disciplines.
• Serve as the central contact for post-booking customer concerns.
• Collaborate with the Quality and Process Manager to implement best practices.
• Coordinate with relevant departments to resolve queries.
• Manage communications regarding vessel omissions, rollovers, short shipments, overweight containers, and change of destination requests.
• Oversee bill amendments in compliance with CMA CGM legal processes.
• Ensure accuracy, empathy, and tact in handling customer disputes.
• Conduct performance reviews with VIP customers.
• Promote and expand e-commerce and digital experiences for RSA customers.
• Lead staff recruitment, training, coaching, and appraisals.
• Monitor original bill handling for approved customers via the e-platform.
• Drive staff development and training initiatives.
• Ensure compliance to avoid fines from authorities such as Customs, Police, and Transnet National Ports Authority (TNPA).

Skills and Qualifications

• Relevant tertiary qualification and at least five years’ senior management experience in shipping line and agency.
• Strong analytical and problem-solving abilities.
• Proven leadership and motivational skills for managing large teams.
• Ability to perform under pressure.
• Advanced proficiency in Microsoft Office, especially Excel.
• High accuracy with figures.

Personal Attributes

• Strong interpersonal and communication skills, with a commitment to protecting company interests
• Professionalism, patience, tact, and diplomacy in challenging situations
• Excellent organizational and planning skills