Customer Experience Agent

Main Responsibilities:
• Updating/creating customer specific IOP’s.
• Adhering to the standard process and customer specific IOP’s and monitor respective KPI’s.
• Be the primary point of contact for assigned IDC & Reefer customers and act as an advocate for the customer internally.
• Ensure smooth execution of the end-to-end shipment by working closely with customer and internal stakeholders.
• Identify and execute up-selling opportunities.
• Actively build strong relationships with customers and gain an understanding of their business, service needs, drivers, and desires.
• Own customer experience. Lead the team to achieve best-in-class Customer Experience.
• Proactively involve in project roll-out and actively seek out continuous improvement opportunities.
Key Requirements:
• Minimum BSc or master’s degree /MBA in Marketing, Sales, or Business-related course.
• Minimum 2 years of experience in customer service or sales.
• Experience in shipping/logistics industry will be preferred. Must be willing to learn fast.
• Proficient use of Microsoft office tools i.e., excel, word and power point etc.
• Fluent in English (written and oral).
• Strong interpersonal and communication skills.
• Passion for Customer Experience.
• Pro-active person with a service-oriented mindset.
• Dedicated, decisive and result orientated with a can-do attitude.
• Likes to get it right the first time and can look ahead to avoid issues from happening.

• Good process understanding and digital proficiency.
• Comfortable with working with multiple items at the same time whilst keeping quality in focus.
• Well organized, efficient, and effective.
• An excellent team player.
• Good moral compass and ability to work the Company’s values.

Main Responsibilities:

• Updating/creating customer specific IOP’s.
• Adhering to the standard process and customer specific IOP’s and monitor respective KPI’s.
• Be the primary point of contact for assigned IDC & Reefer customers and act as an advocate for the customer internally.
• Ensure smooth execution of the end-to-end shipment by working closely with customer and internal stakeholders.
• Identify and execute up-selling opportunities.
• Actively build strong relationships with customers and gain an understanding of their business, service needs, drivers, and desires.
• Own customer experience. Lead the team to achieve best-in-class Customer Experience.
• Proactively involve in project roll-out and actively seek out continuous improvement opportunities.

Key Requirements:

• Minimum BSc or master’s degree /MBA in Marketing, Sales, or Business-related course.
• Minimum 2 years of experience in customer service or sales.
• Experience in shipping/logistics industry will be preferred. Must be willing to learn fast. 
• Proficient use of Microsoft office tools i.e., excel, word and power point etc.
• Fluent in English (written and oral).
• Strong interpersonal and communication skills.
• Passion for Customer Experience.
• Pro-active person with a service-oriented mindset.
• Dedicated, decisive and result orientated with a can-do attitude.
• Likes to get it right the first time and can look ahead to avoid issues from happening.

• Good process understanding and digital proficiency.
• Comfortable with working with multiple items at the same time whilst keeping quality in focus.
• Well organized, efficient, and effective.
• An excellent team player.
• Good moral compass and ability to work the Company’s values.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

 

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