Customer Experience Consultant at Maersk Line

Job Description

A.P Maersk South Africa is seeking a Customer Experience Consultant to join our team in Durban. As a Customer Experience Consultant, you will be responsible for managing the customer experience, ensuring timely and effective solutions, and delivering high-quality service levels.

Key responsibilities:

• Manage customer issues and collaborate with stakeholders to resolve them efficiently.
• Handle escalated situations and complaints across multiple communication channels.
• Work with our global Customer Experience team to ensure seamless shipment lifecycle execution and high-quality service.
• Proactively track shipments and notify customers of relevant deviations, offering solutions or alternatives.
• Continuously seek opportunities to improve our service and customer experience.
• Act as a primary contact for customers, building strong relationships and understanding their business needs.
• Utilize relationship-building skills to promote added value services and grow customer business.
• Identify opportunities to increase revenue through upselling and cross-selling

WHO WE ARE LOOKING FOR:

• 2-3 years of customer service experience in the logistics and supply chain industry (or equivalent).
• Proficient in Microsoft Office Package.
• Fluency in English.
• Diploma or degree in a relevant field.
• Strong customer service background with a proven track record of success.
• Ability to analyze problems, identify solutions, and implement effective fixes.
• Quick learner with a willingness to adapt to new situations and systems.
• Results-driven with a focus on achieving high performance KPIs.
• Strong commercial awareness and excellent communication skills.
• Ability to build rapport and diffuse high-tension situations with empathy and tact.
• Flexible and open to new ways of working, with a commitment to personal development.