Maersk recruits 01 Customer Experience Agent
Opportunity
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
Pour postuler à cette offre, veuillez cliquer sur le lien suivant : www.maersk.com.