Maersk Line recrute 01 Single Carrier CX Agent
Maersk Line
Dakar, Sénégal
Transports et logistique
Single Carrier CX Agent
Full time
SN – Dakar
Opportunité
The purpose of this role is to deliver a superior Customer Experience to our customers. Proactive in identifying issues and mitigating them, and ensure issues raised are resolved quickly. Has responsibility for handling daily Customer Service tasks and interacts with both internal stakeholders as well as external Clients/Shippers. Actively build strong relationships with customers. May support peers with technical or process related
challenges during process execution.
Key Responsibilities:
Meeting client specific KPIs without any failure and ensuring smooth execution of the end-to-end shipment by working closely with customers and internal stakeholders
Improve Customer Satisfaction by driving operation excellence and improving/ managing customer expectations and actively building strong relationships with customers and gain an understanding of their business, service needs, drivers and desires
Be the primary point of contact for customers and act as an advocate for the customer internally
Proactive communication with customer in case of exceptions
Query Resolution with Shippers/ Customers/ Key Account Managers – ensure timely resolution and response to customers
Responsible for cross sell/upsell and customer retention – identify and execute upselling opportunities
Workflow attendance
Follow up on the outstanding bookings and query resolution
Manage the customer outstanding payments – following up on outstanding customer payments regularly and ensure invoices are sent on time to clients, also reporting late payments to clients to avoid late settlement of their invoices
Document dispatch for clients and management – prepare all required documentation timely and accurately
Prepares contracts and charge structures in line with the Damco Policy and executes all operational finance process in accordance with customer and company guidelines
Daily operation to make sure both Line and Client’s KPI and satisfaction are achieved – update all systems and milestones timely and accurately
Planning partial operation for multiple origins and resolve all operational issues / escalations quickly and effectively
Booking with vendors/ shippers and Planning with vendors/ shippers (vendor coordination)
Manage all carrier’s allocation
Good customer service level rendered to vendors, with proactive communication with suppliers in case of exceptions
Organise and conduct vendor’s training and management
Support and implement for process optimization and automation initiatives, including short term projects and other ad hoc activities (e.g. customer implementations, systems testing…)
Be proactively involved in project rollout and actively seeking out continuously improvement opportunities
Self-study to improve understanding of each account specific requirements and their business rules
Support onboarding of new team members
Who we are looking for:
Minimum of 2 years of experience in logistics industry preferable with a shipping line or freight forwarder
University degree
Be system-minded and willing to learn new systems industry preferable with a shipping line or freight forwarder
Highly motivated and able efficiently to deliver on time every time
Positive attitude and proactive collaboration
Good stakeholder management and customer service
Excellent communication and interpersonal skills
Excellent command of written and spoken English is instrumental
Informations supplémentaires
Ref. R39776
A.P. Moller – Maersk is an integrated container logistics company working to connect and simplify its customer’s supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 70,000 people. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere – all over the world.POSTULER