Congo RDC

Maersk Line recruits 01 Multi Carrier Customer Experience Agent

Maersk Line recruits 01 Multi Carrier Customer Experience Agent

Maersk Line

Lubumbashi/Kinshasa, Congo RDC
Transports et logistique

Multi Carrier Customer Experience Agent- Lubumbashi

Full time

CD – Kinshasa

Opportunité

Note that this vacancy is based in Lubumbashi – DRC.

Drives customers’ experience throughout the end-to-end Import and export process of their files from the Pre-alert to the delivery of the final documentation. Building strong relationships with customers to gain an understanding of their business and logistics needs, delivering excellent customer service and maximizing sales opportunities for efficient execution of our Logistics & Services portfolio.

Responsibilities:

Handles Long Term Deals/Contracts and Leads end-to-end process of files, executes, supports and supervises daily operations tasks related to LnS (Logistics & Services) business in the corridors Hinterland, Western DRC, air shipments, in accordance with agreed procedures, to deliver results within specified transit time.

Supports sales in growing our LnS business and customers retention by good service delivery.

Manages a portfolio of customers and be fully accountable for their experience.

Drives customer experience throughout the end-to-end process export. Be the focal point of contact of customer from the pre-alert till the delivery of the file.

Proactively advises all parties involved about their liabilities if documents or other prerequisites to any stage of process are not provide/met according to agreed terms. Prevents and avoids any possible additional costs (storages/demurrage/detention/…) that can negatively affect the margin initially estimated.

Monitors and ensures timely service response to any customer enquiry (within 24 hr).

Coordinates with internal & external stakeholder the proper execution of operation within the KPI agreed.

Provides regular/timely updates to clients as agreed.

Requirements:

Minimum 2/3 years of experience within Import/Export in customer service capacity

Basic transit import/export & Hinterland operations understanding

Clients products and logistics needs knowledge

Exposure to continuous improvement techniques

Discipline, Sense of urgency & pro-activity

Teamwork & stakeholder management

Process Excellence & leadership

Communication Skills in English and French

System: Outlook, PowerPoint, Word, Excel, RKEM, Trakit- Case Management –(Kewill)- GCSS – Agent View

Informations supplémentaires

Ref. R26033

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

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