Customer Experience Consultant
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Job Location:
Mexico City - Mexico
Monthly Salary:
Not Disclosed
Posted on:
22 hours ago
Vacancies:
1 Vacancy
Job Summary
The colleague will contribute to great customer experience by fostering positive customer interactionsidentifying customer issues providing solutions and conversing in a polite and professional manner. This is a great position for the individual who enjoys working in a collaborative team environment corresponding by both phone and email can ask probing questions to determine true issues and has a talent for investigating complex problems. The ideal candidate will find satisfaction in tracking down the information needed to answer questions and resolve customer issues position is especially suited for the individual who prefers a varied and challenging work environment. Applicant must have the ability and desire to become well-versed in the utilization of various databases policies and procedures.
- Own and manage the end-to-end customer experience in compliance with company procedures.
- Take ownership of customer issues and facilitate the timely and effective resolution by engaging relevant stakeholders (internal/external) to achieve customer satisfaction.
- Assist customers through direct contact with but not limited to the following:
- Import Demurrage Import Detention and/or Rail Storage inquiries payment procedures and processing.
- Utilize various internal and external systems to ensure the release of cargo is handled within established timeframes.
- Receiving requests and executing release against respective process while ensuring all legal and financial requirements are met.
- Education on all required rail/CY/terminal processes and procedures as it relates to billable party free time rates etc.
- Researching interpreting and applying service contact free time terms as required.
- Liaise with customers 3rd party terminals rail and CYs on process changes or improvements.
- Work within Salesforce/Case Management to address shipment related issues/inquiries through frequent/timely communication to full resolution as per agreed SLA.
- Understand implications and the impact on company revenue.
- Understand and be familiar with KPIs/procedures/objectives and act in line with set targets.
- Drive continuous improvement as part of our Lean Operating Model to reduce waste and drive efficiencies across our processes.
- Monitor agreed service levels identify root cause when targets are not met and advise management of potential service failures and/or trends.
- Consistently demonstrate in a manner loyal to the A.P. Moller Maersk Group Core Values and Character.
- Able to work shifts M-F between 8 AM 8 PM EST.
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 will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.
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Required Experience:
Contract
Key Skills
- Computer Science
- user experience
- User Interface
- SME
- CSS
- Interaction Design
- Windows
- Android
- Usability Studies
- Visual Design
- HTML
- User Research
- JavaScript
- Web Services
- Wireframes
About Company
Maersk Line is a Danish international container shipping company and the largest operating subsidiary of the Maersk Group, a Danish business conglomerate. It is the world's largest container shipping company by both fleet size and cargo capacity, serving 374 offices in 116 countries
