Customer Experience Agent

WE OFFER

Maersk is looking to hire a Customer Experience Agent to join our team in Walvis Bay.

The role of the Customer Service Agent is to own and manage the customer experience. This includes proactively monitoring and managing the end-to-end shipment cycle in compliance with company procedures, ensuring that the cargo is transported as per the transport plan promised to the customer or keeping customers informed of relevant deviations.

Key Responsabilities

• Manage customer issues and engage relevant stakeholders as required to facilitate timely and effective solutions
• effective handling of escalated situations and complaints across several communication channels
• Work with our extended Customer Experience team and ensure the smooth execution of the end-to-end shipment lifecycle and high-quality service levels for our customer.
• Deliver proactive customer service – track shipments and notify customers of relevant deviations from the schedule, including potential solutions or alternatives
• Constantly seek ways to improve our service and customer experience
• Act as a primary contact for customers, you will actively build strong relationships and gain an understanding of their business, service needs and drivers
• Use your relationship building skills and fantastic customer service to increase revenue, by growing our customers’ business and promoting added value services

WHO WE ARE LOOKING FOR:

• Strong customer service background, with proven success in a similar role. Shipping experience is not essential.
• Ability to use rigorous logic and methods to solve difficult problems with effective solutions
• A flair for learning quickly when facing new problems, enjoys the challenge of unfamiliar tasks and is comfortable with managing multiple systems
• Motivation for achieving results, and accustomed to high performance KPIs
• Strong commercial awareness
• Excellent communicator (on the phone, face to face, and written) who relates well to all kinds of people
• Ability to build rapport and use diplomacy and tact to defuse high tension situations comfortably
• Not rigid in approach; comfortable in a changing environment, flexible and open to new ways of working
• High sense of responsibility; committed to continual personal development
• Someone who genuinely cares about people, is concerned about their customers and is empathetic to the problems of others

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.

We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing [email protected].

Customer Experience Agent