Job Detail

Job Description

Ref. R42008
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 Agent is responsible to actively build strong relationships with reefer customers, gain understanding of their business, ensure excellent customer experience whilst maximizing sales opportunities to deliver business results. This includes collaborating with internal teams for seamless end to end shipment delivery.

Take the lead in driving different initiatives with a focus on identifying insights, influencing change, establishing structures that enable the learning to be embedded within the team and continuous improvement.

Main Accountabilities:

• To 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.
• Full understanding of customers’ needs, requirements, and business drivers
• 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 on interaction with customers
• Hunt leads and follow up opportunities for new customers, lost or inactive accounts as well as regular accounts.
• 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 maximise Maersk profitability.
• Build strong relationships with all stakeholders including sales, OTCX etc
• 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.
• Be present and visible with customers mainly through phone calls, and occasional visits where needed.

Key Deliverables:

• Excellent service delivery (CSLS, CSAT, IQ accuracy, Accessibility)
• Drive digitalization, reduce the number of customer contacts to improve customer experience
• 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.

Role Related Competencies (Skills and Abilities):

Min Qualification: Undergraduate in Business or related field

• Customer orientation
• Good communication skills
• Stakeholder Management
• 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
• Solution oriented
• Build value-based relationships
• Analytical ability and problem solving
• Attention to detail
• Ability to work with minimal supervision