Maersk Line recrute 01 Senior Customer Experience Agent – Singlecarrier
Maersk Line
Nairobi, Kenya
Senior Customer Experience Agent – Singlecarrier
Full time
KE – Nairobi
Maersk is brilliant at incubating talent and for the right candidate, the opportunities are endless to grow within the organization with horizontal or vertical moves basis consistently strong performance.
We offer you an exciting global career at the forefront of world trade. Working with the best people in a global team culture with future growth opportunities in an industry that has a significant impact on the world economy.
We’re proud of our people who define our company’s industry leadership, global team culture and customer-centric focus every day.
The Senior Customer Experience (CX) Agent is expected to own and manage the customer experience. Takes responsibility for the end to end customer experience process in compliance with all company procedures.Typically handles a large number of customers or larger, more complex customers. Manages accounts with large business Impact. The person furthermore exerts a behavior where he/she can work independently with limited guidance and is capable of supervising others where relevant.
Manages the end to end shipment process in compliance with all company procedures
Looks after essential services customers
Owns all customer issues and facilitates their timely and effective resolution by relevant internal stakeholders
Deliver a positive customer experience for all customers and to ensure a smooth execution of the end – to- end shipment lifecycle by working closely with the customer and collaborating with internal teams
Handle incoming customer queries, issues, exception management.
On-board new clients and deliver a second-to-none experience to them for increased share of their business
Be fully responsible for customer satisfaction and experience during interaction with customers
Identify when leverage of external sales face to face interaction would benefit the customers relationship or where large potential profitability has been identified
Ensure all products and services are sold to the customer to maximize Maersk profitability
Effectively handover of terms and conditions agreed with customer to stakeholder groups including OTCX
Manage the pipeline for customers in their portfolio, accurate forecasting, and provide input for segmentation
Actively promote the use of digital channels and promoting the Maersk Brand in daily interactions through various channels and agreed media
Key Responsibilities:
Excellent service delivery (CSLS, CSAT, IQ accuracy, Accessibility)
Proactively support customers during shipment journey
Proactive, communication to stakeholders and collaboration across teams
Grow Logistics and Services (cross-selling, upselling)
Compliance with respective statutory regulations such as customers, shipping regulations and relevant legislative provisions
Skills and Abilities & minimum Qualification:
BSc in Business or any related field
Customer orientation
Collaboration
Agility
Be able to effectively priorities workload
Logistics and selling abilities will be an added advantage
Role Related Desired Qualities:
Conceptual and strategic thinking
Ability to drive and deliver results
Business acumen
Good collaboration skills
Build value-based relationships
Analytical ability and problem solving
Attention to detail
Informations supplémentaires
Ref. R41997
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