CX Agent Singlecarrier Team at Maersk Line

Opportunity

Maersk Kenya is currently looking for a customer driven candidate to take up the new role of Customer Experience Agent in Nairobi. He/She will be responsible for actively build strong relationships with customers and to gain understanding of their business, to deliver excellent customer service and maximise sales opportunities. This will include proactively identifying new customer opportunities and developing existing customer relationships to deliver volume and gross profit targets.

Key Responsibilities:

• 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 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.

Who we are looking for:

Skills Required:

• General Problem-Solving Skills
• Customer Service Skills
• Capable of building solid rapport over the phone
• Can build and maintain a strong network of customers
• Successfully manages negotiation process
• Ability to qualify leads
• Is a clear communicator at all levels of the organisation
• Capable of overcoming objections
• Has knowledge of market competitors and industry trends
• Confident in decision making