Live Chat Agent
CMA CGM (America) LLC

Norfolk, Virginia

Posted in Transport and Rail


This job has expired.

Job Info


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.

Answer incoming customer inquiries. Providing 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.

Duties & Responsibilities:

  • 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.

Skillset & Education:

  • High School Diploma or GED required.
  • 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

Must be able to work 11 am to 8 pm Monday through 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.



 


This job has expired.

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