Customer Experience Agent - Export Ocean – Temp contract

Job Description

Customer Experience includes roles that provide services to customers once they are onboarded in the Maersk environment. Activities may include the following (but are not limited to):
- Customer channel management
- Email, Call, Communication Management
- Customer onboarding and relationship management

- Internal/External stakeholder management in daily business
- and more.

The main objectives for an export Customer Experience Agent:

• Improve Customer Experiences
• Delivering Efficiency
• Empower Capacity and Support Business Growth

Key responsibilities:

• Deliver superior customer experience to create a Trust.
• Manage Email, Call, business Chat via Case management - addressing customer inquiries on-time and effectively.
• Own customer experience to collaborate with related stakeholders to reduce both internal and external efforts and aim to process enhancement.
• Manage contracts and resolve customer disputes.
• Manage stakeholders involves collaborating with various departments to address customer issues.
• Understand customer business needs and desires to offer long term integrated solutions and services proactively.
• Drive uptake and digitalization actively by “walking at customer’s shoes” to maximize E-com benefits.
• Have ability to handle multiple tasks. Set priorities to manage daily tasks and support Customer Experience projects.
• Carry out all activities in a manner that will contribute to the achievement of individual and team Key Performance Indicators (KPI’s)

Requirements and competencies:

• Education at the Bachelor level in Business, Foreign Trade, Logistics or related fields.
• Language: Vietnamese, fluent English
• Ambition to establish a career in transportation and logistics for the long term.
• Customer centricity: Ability to understand customers’ situations, perceptions, and expectations. It is putting customer at the core of all decisions related to delivering products, services, and experiences to create customer satisfaction, advocacy, and long-term partnership.
• Effective communication: good verbal, written, and presentation skills.
• Effectively handling multi-tasks in high-pressure situations.
• Teamwork –Works together with others in the business unit to achieve results, foster teamwork.
• Problem-solving skills and the ability to handle challenging situations with diplomacy and professionalism.
• Self-learning skill and have passion to learn the new.
• Positive and proactive attitude.

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.
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