Voice of Customer Agent

Led by Rodolphe Saade, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world 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 is continually innovating to offer its customers a complete and increasingly efficient range of new shipping, land, air and logistics solutions.Committed to the energy transition in shipping, and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target to become Net Zero Carbon by 2050. Through the CMA CGM Foundation, the Group acts in humanitarian crises that require an emergency response by mobilizing the Group’s shipping and logistics expertise to bring humanitarian supplies around the world.Present in 160 countries through its network of more than 400 offices and 750 warehouses, the Group employs more than 155,000 people worldwide, including 4,000 in Marseilles where its head office is located.xc2xa0POSITION SUMMARYxc2xa0This position is responsible for reaching out to all customers under their portfolio to gather qualitative feedback on the company’s performance.xc2xa0 They will raise internal awareness of the customer’s experience, assist in resolving the customer’s immediate needs, and assist in identifying areas for improvement.xc2xa0 They will achieve this by working with the appropriate functional teams to address customer’s concerns.xc2xa0 They will also use reports and dashboards from various sources to assist in their efforts.xc2xa0ESSENTIAL DUTIES / RESPONSIBILITIESxc2xa0 Partner with the business to prioritize customer experience opportunities and execute them in an agile manner. Collect clients’ expressed insights regarding their wants, needs, and perceptions about products and services through the Voice of the Consumer (VoC) program and provide input to/for process improvements. Process Touch Point Survey and NPS submissions by classifying entries and creating/closing Feed Back Loops for negative and neutral responses. Proactively call all customers within their portfolio to gain insight into their experience of working with CMA CGM throughout the service journey. Conduct root cause analysis to identify and solve the underlying issues the lead to customer dissatisfaction. Must be able to work Monday through Friday, 8 AM to 5 PM.xc2xa0 Miscellaneous related duties or projects as assigned. xc2xa0KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED xc2xa0 Working Knowledge of CMA CGM organizational structure and services/network Proficient in basic Microsoft Office applications (Excel, Word, PowerPoint, etc). Exceptional presentation, written communication, and interpersonal skills Ability to manage multiple issues simultaneously and meet deadlines. Demonstrated passion for Customer Experience acting as an advocate for customers. Solid relationship builder Demonstrate the ability to present proactive resolutions and maintain high performance results Must be capable of working autonomously and within a team environment Ability to conduct root cause analysis research xc2xa0EDUCATION AND EXPERIENCE REQUIREMENTSxc2xa0 High School Diploma or GED required. 2+ years of industry and general experience required. xc2xa0Come along on CMA CGM’s adventure! CMA CGM (America) LLC is committed to equal employment opportunity for all qualified personsxc2xa0without 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.