Customer Service Agent

Job Purpose

As Customer Service Agent, you’ll play a vital role in our success, you’ll proactively identify issues, mitigating them and achieve best-in-class Customer Experience.

A Customer Service Agent owns and manages the customer experience, has responsibility for end-to- end follow up in shipments in compliance with relevant company procedures and agreements with customer and facilitates their timely and effective issue resolution.

As a Customer Service Agent, you will be the primary point of contact for an assigned portfolio of customer ensuring smooth execution of the end-to-end logistics lifecycle, working closely with the customer as well as internal and external stakeholders, maintain focus on voice of customer, process efficiency and business growth.

Key Responsibilities

• Deliver a best-in-class Customer Service experience. Actively build strong relationships with customers and gain an understanding of their business, service needs, drivers, and desires.
• Act as the first point of contact for customers’ needs though an occasional participation in a Call Center, recurrent access to mobile phone and internal CRM system.
• Focal contact point between origins/destinations.
• Exception issue handling & resolutions, a high level of ownership is expected
• Lead root cause analysis
• Responds to al customers’ enquiries honouring our SLA
• Connect with proper stakeholders to allow operation is as smooth as possible.
• Ensure all activities are conducted in compliance with customer SOP.
• Be fully responsible for customer satisfaction with quarterly evaluations to get direct customers’ feedback.
• Look for improvements in ways of working and drive for service delivery excellence and increase business efficiency.
• Proactively follow up and keep customer informed of any issues or changes to their shipment.
• KPI Achievement
• Prepare and present MBR/QBR to customer
• Identify and execute upselling opportunities.

Preferrable education

International Trade, Logistics, Logistics/Transportation Engineering, international Relationships, Business Administration.

Required Experience & Skills

• Desired experience in similar positions having served customers in a Logistics/Transport company.
• Verifiable B2 English level - Capable to have business conversations and perform presentations.
• Intermediate/Advanced Excel (graphics, dynamic tables, formulas).
• Communication skills- Ability to perform presentations and to explain complex processes to different auditoriums.
• Excellent Written and Verbal skills with people at all levels across the organisation.
• Microsoft tools: Outlook, Teams, One drive

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.

 

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