Customer Service Advisor Job at 360 Resourcing Solutions (Liverpool)

Customer Service Advisor

360 Resourcing Solutions

Location:
United Kingdom , Liverpool

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Working closely with the Customer Services Team Leader and wider Customer Service team colleagues to deliver best in class customer experience for our customers. Liaising with internal stakeholders to ensure that service levels are achieved and exceeded and to find solutions to fit our customers’ needs and CMA CGM business objectives. Contributing to driving improvements in NPS score and identifying opportunities to cross-sell CMA CGM products and services.

Job Responsibility:

Provide exceptional customer experience for all CMA CGM UK customers, by both telephone and email
Business Expert for transversal Customer Care processes and support customer care projects
Work closely with customer service managers, customers, GBS and internal stakeholders to achieve high levels of customer experience and positive NPS ratings at every opportunity
Deliver customer-specific key performance indicators (KPI) targets to meet customer satisfaction
Work with CMA CGM shared service centres to ensure operational functions such as deliveries, collections, merchant own carrier requests are carried out within the necessary timeframes
Manage Export and Import lifecycle case management via inhouse case management system
Central point to handle exceptions/customer special demands/unexpected shipment disruptions/issues/complaints and provide appropriate solutions/alternatives within committed timelines
Coordinate with related internal teams and follow up to ensure resolution
Contact customers and manage/coordinate system modifications when needed (vessel delays, call omits, rollover, cut & run, late VGM etc.)
Manage booking amendments/cancellations (after empty release) only if not handled at booking desk
Manage communication between Different Teams (Agency, HO, Customers...)
Support continuous improvement of process and procedures within the Imports department and suggest ideas/improvements for the organisation
Deal with customer complaints professionally and contribute to root cause analysis and continuous improvement

Requirements:

Demonstrable background in a Customer Service environment
Shipping or Logistics experience a significant advantage
Excellent analytical skills, able to collate and analyse data and information with high attention to detail
Exceptional communication skills, with the ability to build rapport and effective working relationships with key stakeholders, both internally and externally
Excellent organisational and prioritisation skills, with high levels of resilience and the ability to manage multiple priorities in a fast-paced, customer-facing environment
Proactive problem-solving skills
Strong team player, able to build and sustain team morale and engagement

What we offer:

25 days annual leave (plus public holidays) increasing with length of service plus additional day over Christmas period and the opportunity to buy/sell annual leave
Discretionary annual bonus
Enhanced pension scheme up to 15% total contribution
Life assurance x4
Commitment to promoting awareness and understanding of Mental Health through our Mental Health and Wellbeing Charter
Private healthcare (BUPA), BUPA Dental Plan + Healthcare Cash plan, including an Employee Assistance Programme
Local and global development opportunities across 160 countries within the CMA CGM Group, including opportunities at our iconic Head Office tower in Marseille
Hybrid Working
Cycle to work scheme/ Season ticket loans
Enhanced policies including Maternity & Paternity
Employee recognition awards
Considerable scope for personal and professional growth through the CMA CGM Academy

Additional Information:

Job Posted:
March 02, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

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