Customer Experience Agent - Maersk

In this role, you will be challenged to own and manage the full customer experience. This includes proactively monitoring and managing the end-to-end shipment cycle in compliance with company procedures to ensure that the cargo is transported as per the transport plan promised to the customer.

We offer

• You will gain industry knowledge, international experience, strong communication skills and techniques relevant to customer experience. This will equip you with the competencies required for customer-facing roles, deepen your potential and broaden your career development as well as contribute to your team’s and organization's success.

Key responsibilities

• Own customer issues and engage relevant stakeholders as required to facilitate timely and effective solutions.
• Work with our extended Customer Experience team (based in India) to ensure the smooth execution of the end-to-end shipment lifecycle and high-quality service levels for our customers.

• Through proactive and efficient teamwork, you will reduce the need for service recovery by anticipating and solving problems before they happen.
• Deliver proactive customer service by tracking shipments and notifying customers of relevant deviations from the schedule, including potential solutions or alternatives.

Where there is a risk to the customer experience, you will address the root cause - constantly seeking ways to improve our service.

• Act as a primary contact for customers with the end goal to build strong relationships and gain an understanding of their business, service needs and drivers.
• Use your relationship building skills and fantastic customer service to increase revenue, by growing our customers’ business and promoting added value services.

We are looking for

• A strong customer service background, with proven success in a similar role.
• Passion for customer satisfaction and service excellence. Shipping experience is essential.
• Ability to use rigorous logic and methods to solve difficult problems with effective solutions to be someone who can eliminate roadblocks and maintain focus.
• A flair for learning quickly when facing new problems, enjoys the challenge of unfamiliar tasks and is comfortable with managing multiple systems.
• Motivated by achieving results, and accustomed to high performance KPIs.
• Strong commercial awareness and good sense of communication.
• The ability to build rapport and use diplomacy and tact to defuse high tension situations comfortably through a flexible approach/attitude.