Customer Experience Specialist
Job Description
Customer Experience Specialist
Job Description
At Maersk we have a vision that’s larger than the ocean: to be a true integrator of container logistics connecting and simplifying our customers’ supply chain through global end-to-end solutions. We count on our people to make it happen. As part of A.P. Moller Maersk, our employees can build careers on a set of strong values. Sealand Maersk Europe & Med serves the intra-European feeder and short sea market with presence in 60 countries in Europe and North Africa. We create a unique culture by empowering employees. We are trusted to make decisions and take initiatives and by combining international vision with genuine local knowledge
We are looking for a Digital Customer Experience Agents, to take full responsibility for customer experience by managing and monitoring the end-to-end shipment process in addition to an upselling/ selling mindset with a never-ending eagerness to give more to our customers.
Key responsibilities
Builds strong relationships with customers to gain an understanding of their business, deliver excellent customer service.
Have the ability to handle a customer portfolio and do the needed follow-up (overall business customer business knowledge including financial situation follow up).
Execute all assigned tasks with efficiently and with responsibility and open mindset for changes and adjustments.
Be proactive in responding to daily emails & calls (external/ internal).
Cater to a great number of customers daily in a professional and smooth manner
Handle ocean shipment and logistic coordination while processing all needed work
Delivers a positive customer experience for all customers and ensures a smooth execution of the end to end shipment life cycle by working closely with the customer and internal teams
Have an upselling mindset and ensures all products and services are sold to the customer to maximize profitability, Responsible for cross sell/up sell, customer retention.
Builds strong relationships with all stakeholders including offshore GSC teams. One Maersk mindset.
Support the digitization agenda by positively influencing customers’ uptake of new e-features
Drive continuous improvement to satisfy customers and improve loyalty Proactively involve in project rollout and actively seeking out continuously improvement opportunities
Handles incoming customer services queries, issues, and exception management
Provide a value add to the customers through effective business solutions by having good business knowledge / process understanding.
Query Resolution with shippers/Customers/Key Account Managers/other stakeholders in a timely manner.
Prepare and submit all documents in a timely and accurate manner and keep the internal/external stakeholders informed of the status.
1+ years of experience in logistics, transport, or supply chain sectors.
Have previous customer experience from a customer-facing role, with background in logistics and supply chain.
Fluent in spoken and written Arabic, French and English.
Have a university Degree in a business or Logistics related field.
Energetic attitude and positive mindset and team oriented.
Team player who is goal-orientated and demonstrates a high level of commitment with the ability to work under minimal supervision
Like spotting ways to optimize existing processes.
Drive and enthusiasm coupled with strong interpersonal skills.
Communication and negotiation skills.
Confident in decision making
Ability to work under pressure • Customer centric and oriented no matter the situation
Ability to work and perform in a complex configuration and high adaptability mindset always ready and open for changes.
* Good understanding of operational processes.
