Customer Experience Agent

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
- Case Management
- Customer onboarding and relationship management
- Contract and dispute management
- and more

Key Responsibilities

(The key activities the position is required to deliver to achieve the role purpose/ accountabilities of the job holder)

- To focus on the key Customer Experience Drivers:

• Timely Delivery of Documents;

• Pro-Active communication;

• Exception Management;

• Support claim department on necessary documents;

- Fully understand all contracts and charge structures including surcharges, additional charges and accessorial charges to ensure Maersk a) delivers on its promises and b) takes every opportunity to upsell and receive value for all services provided.

- Support implementation lead on the implementation of new clients or innovative programs

- Ensure & monitor that bookings with vendors/shippers are executed on time

- Ensure that send quotations/ feedback timely to the customers

- Monitor responsiveness on query resolution with shippers/ Client Program Manager (CPM) Team/ Customers

- Responsible for cross sell/up sell, customer retention.

- Follow up on the Outstanding bookings & query resolution

- Monitor, record and report the performance with recommendations on:

• Service delivery wins

• Service failures

- Work with the CPM Team/ Commercial team to establish and strengthen customer relationships

- Monitor on volume growth, CFS ratio, customers gross profit

- Help group members to pro-actively foresee the potential operational problem & voice out challenges with suggested solutions with pro-actively communication to all stakeholders

- Meet /conference call with the key account managers/ Commercial team members / customers to review customer service performance/ KPI for the list of L&S customers monthly

Required knowledge & Skills (expected entry level requirements for applicant consideration that apply for role)

1. Operational Efficiency & Customer Service Experience:

• At least 01 – 02 years’ professional working experience at similar position(s) in logistics industry

• Bachelor’s degree in Logistics / Supply Chain Management or other relevant discipline.

• Language proficiency: Native Khmer level, Fluent English level, Preferred Chinese speaking

• Track record of success in a high paced environment.

• Ambition and drive to excel together with others.

• An international mind-set and inclusive behavior.

• Ardent desire to pursue a long-term career in transport and logistics.

• International mobility and willingness to travel.

2. Passion for Customer Service:

• Conveys a sense of urgency and drives issues to closure, persists despite obstacles and opposition.

• Well-organized when working under pressure

• Proactive and exhibits excellent problem-solving capabilities

3. Core Competencies:

• People oriented that always take care about people who generate the result to company

• Process and result oriented mind-set

• Excellent communication skills with proactive mind-set

• Well collaboration with stakeholders

• Positive mind-set and friendly people

• Customer oriented

4. Relationship Management:

• Customer-facing and interaction skills with high-level of customer orientation

• Ability to work and thrive in a flexible matrix organization with focus on networking & active collaboration

• Ability to make presentations to stakeholders and communicate effectively in a diverse multicultural environment

• Good influencing skills

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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