Customer Experience Agent at Maersk

Main Responsibilities:

• Updating/creating customer specific IOP’s.
• Adhering to the standard process and customer specific IOP’s and monitor respective KPI’s.
• Be the primary point of contact for assigned IDC & Reefer customers and act as an advocate for the customer internally.
• Ensure smooth execution of the end-to-end shipment by working closely with customer and internal stakeholders.
• Identify and execute up-selling opportunities.
• Actively build strong relationships with customers and gain an understanding of their business, service needs, drivers, and desires.
• Own customer experience. Lead the team to achieve best-in-class Customer Experience.
• Proactively involve in project roll-out and actively seek out continuous improvement opportunities.

Key Requirements:

• Minimum BSc or master’s degree /MBA in Marketing, Sales, or Business-related course.
• Minimum 2 years of experience in customer service or sales.
• Experience in shipping/logistics industry will be preferred. Must be willing to learn fast. 
• Proficient use of Microsoft office tools i.e., excel, word and power point etc.
• Fluent in English (written and oral).
• Strong interpersonal and communication skills.
• Passion for Customer Experience.
• Pro-active person with a service-oriented mindset.
• Dedicated, decisive and result orientated with a can-do attitude.
• Likes to get it right the first time and can look ahead to avoid issues from happening.
• Good process understanding and digital proficiency.
• Comfortable with working with multiple items at the same time whilst keeping quality in focus.
• Well organized, efficient, and effective.
• An excellent team player.
• Good moral compass and ability to work the Company’s values.