Customer Experience Agent

Job Description

Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation, we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.

At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organisation reflect and understand the customers we exist to serve.

With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.

Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk.

What we offer

This is an exciting career opportunity in an international, challenging business setting known for diversity and being a high paced environment. You will get to focus on creating valuable relations with current and new customers and work with highly professional teams in an environment where you will be valued, recognized and well rewarded.

You will work with amazing and diverse colleagues with a deep sense of commitment to live Our Values and together, go all the way for our customers, society and for each other.

Key Customer Experience responsibilities include the following:

Customer & Case Management

• Manage customer interactions across assigned channels in line with standard operating procedures
• Handle customer cases and service requests accurately and within agreed service levels
• Support customer onboarding activities and ongoing relationship management
• Coordinate with internal stakeholders to resolve customer inquiries and issues

Contract & Dispute Support

• Provide administrative support related to customer contracts and agreements
• Assist in dispute management by gathering information, validating data, and supporting resolution processes
• Escalate complex or non-standard issues to senior colleagues or supervisors as required

Operational & Administrative Support

• Execute standardized administrative and operational tasks to support CX and commercial operations
• Ensure accurate data entry, documentation, and system updates
• Follow established work routines, guidelines, and compliance requirements
• Support internal teams by performing skilled technical or administrative tasks within defined scope

Scope & Decision Making

• Works on tasks of limited scope and complexity
• Exercises independent judgment within defined guidelines, standards, and instructions
• Operates typically under supervision, with clear escalation paths for non-routine issues
• Applies standard processes but may be required to deviate from established procedures, with guidance, to support problem resolution

Skills & Knowledge

Required Skills

• Strong customer service mindset with a focus on understanding customer needs and delivering effective solutions.
• Strong problem‑solving skills with the ability to identify issues and propose effective solutions.
• Strong attention to detail and accuracy
• Good communication skills, both written and verbal
• Ability to follow standardized processes consistently
• Basic problem-solving skills and willingness to escalate when needed
• Good coordination and stakeholder management skills

Knowledge & Experience

• Knowledge of standardized work routines, methods, and operational processes
• General understanding of customer service, administrative, or operational support activities
• Skills developed through job-related training and on-the-job experience within a specific discipline
• Ability to work independently within defined boundaries and guidelines

Career Level Description

• Suitable for entry-level to early-career professionals within the Administrative stream
• Tasks are generally well-defined, with moderate supervision
• Provides a foundation for further development in CX operations or specialized functional roles

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law.
We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing accommodationrequests@maersk.com.