Senior Customer Experience Agent - Singlecarrier at Maersk Line

The Senior Customer Experience (CX) Agent is expected to own and manage the customer experience. Takes responsibility for the end to end customer experience process in compliance with all company procedures.Typically handles a large number of customers or larger, more complex customers. Manages accounts with large business Impact. The person furthermore exerts a behavior where he/she can work independently with limited guidance and is capable of supervising others where relevant.

• Manages the end to end shipment process in compliance with all company procedures
• Looks after essential services customers
• Owns all customer issues and facilitates their timely and effective resolution by relevant internal stakeholders
• 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 collaborating with internal teams
• 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 during interaction with customers
• 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
• 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

Key Responsibilities:

• Excellent service delivery (CSLS, CSAT, IQ accuracy, Accessibility)
• Proactively support customers during shipment journey
• Proactive, communication to stakeholders and collaboration across teams
• Grow Logistics and Services (cross-selling, upselling)
• Compliance with respective statutory regulations such as customers, shipping regulations and relevant legislative provisions

Skills and Abilities & minimum Qualification:

• BSc in Business or any related field
• Customer orientation
• Collaboration
• Agility
• Be able to effectively priorities workload
• Logistics and selling abilities will be an added advantage

Role Related Desired Qualities:

• Conceptual and strategic thinking
• Ability to drive and deliver results
• Business acumen
• Good collaboration skills
• Build value-based relationships
• Analytical ability and problem solving
• Attention to detail