Customer Experience Agent at Maersk Line

About the Job

• A.P Maersk SA is looking for a candidate to take up the role of CX Agent in Cape Town.
• The position holder is going to be Responsible for owning and managing the customer experience of small/mid-sized customers (Essential Services Customers).
• He/she will also have responsibility for the end-to-end customer experience in compliance with all company procedures.

Main responsibilities

• Manages the end-to-end shipment process in compliance with all company procedures.
• Looks after Cold chain logistics.
• Owns all customer issues and facilitates their timely and effective resolution by engaging relevant internal stakeholders.
• 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).
• 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.
• Builds strong relationships with all stakeholders including offshore GSC teams. One Maersk mindset.

Key Requirements:

• 2 years of experience in CX and logistics.
• Cold Chain logistics Experience is an Advantage.
• Customer centric mindset.
• Good knowledge of MS Excel and experience working with multiple systems.
• Fluency in English is a Must.
• Problem solving and critical thinking skills.
• Teamwork and Team mindset
• Excellent interpersonal and communication skills.
• Energetic, Well-organized, Self- Initiated, and good coordination skill.