Customer Experience Consultant Direct Transport
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Job Location:
Manila - Philippines
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
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.
We offer
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 100000 employees across 130 countries we work together to shape the future of global trade and logistics.
Key responsibilities
The Customer Experience Consultant is crucial in delivering exceptional service to our customers in the Maersk environment. This role encompasses various activities to ensure customer satisfaction and smooth execution of the end-to-end shipment lifecycle by building a strong relationship with customers. The Customer Experience Consultant acts and communicates proactively to keep customers informed of any issues or changes addresses root causes and seeks continuous improvements and is constantly looking for ways to improve work processes. The agent also will be able to work independently and assists the team in realizing goals and standards and shares knowledge and best practices.
Improve Customer Experience and Drive Operational Excellence
Onboard new customer on standard processes and digital platform establishing strong foundation for long term partnership.
Promote digital adoption and self-service solutions to maintain a reliable and consistent service delivery at scale.
Handle daily customer communications on first-come-first-served basis ensuring timely response and efficient coordination with the team
and in situations such as major service disruptions proactively reach out to assigned customers as needed.
Execute transactional activities based on agreed IOP and SOP with the customers and internal stakeholders.
Orchestrate the end-to-end shipment cycle through fostering cross-functional collaboration for a seamless customer experience
Address pre-defined (routine) exceptions independently either directly and /or by navigating through the Maersk network .
Drive continuous improvement to improve efficiency and ease of doing business with Maersk.
Enable Growth
Perform upselling and cross-selling by tapping low-hanging opportunities and offering customers solutions that match immediate needs.
Were looking for
Good exposure to logistics and/or shipping industry
Experience in handling Customer Service transactions/processes as well as liaising with origin and destination offices is preferred.
Proficiency in Microsoft Office applications is a PLUS.
Good verbal and written English skills
Good business knowledge/process understanding to provide a value add to the customers through effective business solutions
Ability to work under pressure and fast-moving environment
Strong service mindset with a sense of urgency
Able to multitask effectively
High attention to detail critical thinker
Team player skilled in coordinating and able to work in a diverse team
Agile and able to make independent decision upon delegation
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 .
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
