Customer Experience Agent - GSC Ocean

This is an exciting career opportunity to work in a multinational, Global 500 company that makes global trade happen. You will be interacting daily with colleagues internationally, giving you the opportunity to develop your professional skills in a global environment. We provide support for you to shape your own career by achieving expertise and learning on the job.

We Offer Maersk being the global leader in the industry, you’ll have the opportunity to work for a large global organization and get exposure to excellent processes and systems. You will join an organization that offers a challenging and rewarding career where everyone’s contribution is valued and rewarded.

On leadership and mentoring, Maersk has a nurturing management culture. Throughout their career, your leaders will support your ideas and provide necessary advice and training. You’ll be given the opportunity to prove yourself, as well as challenging work that develops your abilities.

On career development, there are wide range of roles in Maersk and Maersk has a very good career mobility program that establishes a culture of priority consideration to internal candidates and to encourage employees to take responsibility for managing their careers whether to move laterally or vertically.

Job Purpose/summary: The role of the Customer Experience Agent is to manage the customer experience of customers. This includes proactively monitoring and managing the end-to-end shipment process in compliance with all company procedures, ensuring that the cargo is transported as per the transport plan promised to the customer and/or that the customers is kept informed of relevant deviations and ensuring all the customer felt outputs are delivered in accordance to the desired outcome. The Customer Experience Agent has to build strong relationships with the customers, understanding their business drivers to continuously improve cooperation and process to the mutual benefit of the customer and Maersk. This includes using the relevant systems & platforms to proactively look for opportunities to reduce customer effort.

Responsibility:

• Adhere to Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs) during daily task management or coordinate with related team for process verification and IOPs updated.
• Perform vessel reconciliation and manifest process for both import/export as per task demarcation effectively in compliance with Customs regulation and company SOP.
• Handle incoming customer services queries, issues and exception management. Deliver a positive customer experience for all customers and ensure a smooth execution by working closely with the customer and internal teams.
• Carry out all activities in a manner which will contribute to the achievements of individual and team Key Performance Indicators (KPIs).
• Ensure the highest data accuracy and take preventive measures to eliminate potential errors/claim and penalty.
• Build strong collaboration with all stakeholders including Area Customer Experience Partner and offshore GSC teams.
• Actively seek out and act on continuous improvement opportunities both in relation to customers and internal / external stakeholders.
• Exhibit flexibility regarding work schedules and assignments, including weekend/holiday rotations or work on different country business calendars as required.

Qualification:

• Bachelor's Degree Graduated in Logistics, Supply Chain, International Business, or related field.
• Have 1-2 years’ experience in Customer Service role in Shipping Line/Forwarders background.
• Good communication (speaking and writing) in both English and Vietnamese. Additional Khmer language is a plus.
• Passion in working with system, process and customers, with a careful and logical sense.
• High spirit of ownership, proactiveness, continuous improvement and customer centricity.
• Good computerized skills (excel, power point, outlook...). Power BI, automation application understanding is a plus.

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.

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