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Job Description
CUSTOMER EXPERIENCE AGENT
Adhering to the standard process and customer specific IOP’s and monitor respective KPI’s.
Overview
Maersk is an integrated container logistics company working to connect and simplify its customer’s supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 70,000 people. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere – all over the world.
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.
Qualification
- Minimum of BSc or Master’s Degree / MBA in Marketing, Sales, or Business-related course.
- Minimum of 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.
Location: Lagos, Nigeria.
Apply: CUSTOMER EXPERIENCE AGENT
