Customer Experience Agent

Job Description

Who we are

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.

Purpose of the role

As Customer Experience Agent, you will play a vital part in our success:

• Owns and manages the customer experience. Manages end-to-end shipment process, in compliance with relevant company procedures and agreements with customer.

• Owns all customer issues and facilitates their timely and effective resolution by engaging relevant internal stakeholders to achieve best-in-class Customer Service

• You will be the primary point of contact for key customer ensuring smooth execution of the end-to-end logistics lifecycle, working closely with the customer as well as internal and external stakeholders, maintain focus on voice of customer, process efficiency and business growth.

Key Responsibilities

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

• Deliver a best-in-class Customer Service experience.

• Responds to all enquiries in a timely and accurate manner.

• Ensure smooth execution of the end-to-end shipments

• Exception Management & Resolutions.

• Regularly review and update SOP/IOPs.

• Actively build strong relationships with customers and gain an understanding of their business, service needs, drivers, and desires.

• Take ownership of the customer issues and solve in an urgent and responsible manner.

• Look for improvements in ways of working and drive for service delivery excellence and increase business efficiency.

• Focuses on high-quality data to set a high standard for all the assignments managed.

• Proactively follow up and keep customer informed of any issues or changes to their shipment.

• KPI Achievement.

Administrative stream includes those who primarily support others by performing skilled technical, administrative or operational tasks. Jobs may range from highly supervised entry-level workers, technicians, and administrative staff to experienced individual contributors with robust technical or practical knowledge in specific areas, who have an ability to execute specialized work to support operations.

At the top of this career stream, individuals work independently and apply standards yet can also make departures from established processes to resolve problems.

A colleague at this level works on tasks of limited scope and complexity, exercises independent judgment within defined boundaries and guidelines and typically under supervision. The colleague has skills developed through job-related training and on-the-job experience within a specific job discipline.

Colleagues have knowledge of standardized work routines and methods, general facts and information but may need to escalate non-routine problems to a more experienced colleague or supervisor.

Requirements and competencies:

• At least 02 years’ professional working experience at similar customer-facing role(s) in Ocean Freight / Freight Forwarder

• Practical experience and technical knowledge in logistics industry is a must

• Language Proficiency: Native Vietnamese level, Fluent English level

• Hand-on experience with automation tool in Excel, PowerBI is a big plus

• Detailed-oriented with careful approach to daily operations

• Solid stakeholder management skill

• 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

• Teamwork: works together with others in the business unit to achieve results, fosters teamwork.

• Problem-solving skills and the ability to handle challenging situations with diplomacy and professionalism

• Positive and proactive attitude.

#LI-DNI

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.