Customer Experience Consultant - Durban at Maersk Line

KEY RESPONSIBILITIES

• Manage customer issues and engage relevant stakeholders as required to facilitate timely and effective solutions
• effective handling of escalated situations and complaints across several communication channels
• Work with our extended Customer Experience team and ensure the smooth execution of the end-to-end shipment lifecycle and high-quality service levels for our customer.
• Deliver proactive customer service - track shipments and notify customers of relevant deviations from the schedule, including potential solutions or alternatives
• Constantly seek ways to improve our service and customer experience
• Act as a primary contact for customers, you will actively build strong relationships and gain an understanding of their business, service needs and drivers
• Use your relationship building skills and fantastic customer service to increase revenue, by growing our customers’ business and promoting added value services

WHO WE ARE LOOKING FOR:

• 2 years of experience in Customer Experience (CX) and logistics with a strong customer service background and proven success in a similar role.
• Fluency in English and good knowledge of MS Office and supply chain are essential.
• Experience or knowledge in FMCG, lifestyle, or tech is an advantage.
• Ability to use rigorous logic to solve complex problems and learn quickly when facing new challenges.
• Motivated to achieve results, accustomed to working with high-performance KPIs, and has strong commercial awareness.
• Excellent communicator (phone, face-to-face, written) who can relate well to various people, build rapport, and handle high-tension situations with diplomacy.
• Adaptable, open to new ways of working, and comfortable in changing environments.
• Committed to personal development with a high sense of responsibility and the ability to ensure accurate and timely reporting