Senior Customer Experience Consultant - Small BCO 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:

• Minimum 2 years’ experience in CX and logistics
• Good Knowledge of MS Package
• Good knowledge of Supply Chain
• English Fluency is a must
• Strong customer service background, with proven success in a similar role
• Ability to use rigorous logic and methods to solve difficult problems with effective solutions
• A flair for learning quickly when facing new problems, enjoys the challenge of unfamiliar tasks and is comfortable with managing multiple systems
• Motivation for achieving results, and accustomed to high performance KPIs
• Strong commercial awareness
• Excellent communicator (on the phone, face to face, and written) who relates well to all kinds of people
• Ability to build rapport and use diplomacy and tact to defuse high tension situations comfortably
• Not rigid in approach; comfortable in a changing environment, flexible and open to new ways of working
• High sense of responsibility; committed to continual personal development.
• Accurate and timely reporting