CX Agent Singlecarrier Team at Maersk Line

Are you a customer-oriented person who is passionate about client experience and have high energy, striving to achieve the best in what you do? We present you an opportunity to join our team in Nairobi as Customer Experience Agent. In this role you will be challenged to own and manage the full customer experience. He/She will responsible to actively build strong relationships with customers, gain understanding of their business, ensure excellent customer experience whilst maximizing sales opportunities to deliver business results.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
• 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
• Source for new 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 maximize 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:

• A driven fast learner, with a positive attitude who shows initiative and take ownership over client cases
• Someone with an open mindset who can give constructive feedback, and in turn welcomes feedback as well
• A professional communicator, able to keep a cool head and a customer centric approach while getting things done
• Someone who is comfortable with multi-tasking whilst keeping focus on delivering quality
• Someone who is an excellent team player

SKILL AND KNOWLEDGE:

• 1-2 years’ experience in shipping line & port operation
• Bachelor’s degree from any background
• Pro-active, customer-oriented mindset
• Creative problem solver with continuous improvement mindset
• Good command of Microsoft Office applications with focus on Excel
• Stakeholder management skills and relationship building
• Can build and maintain a strong network of customers
• Has knowledge of market competitors and industry trends
• Confident in decision making