CX Agent Multicarrier Team
The role of the Customer Experience Agent is to actively build strong relationships with customers and to gain understanding of their business, to deliver excellent customer service and maximize sales opportunities. This will include proactively identifying new customer opportunities and developing existing customer relationships to deliver volume and gross profit targets
To deliver a positive customer experience for all customers and to ensure a smooth execution of the end – to- end shipment lifecycle by working closely with the customer and internal team
Full understanding of customer’s needs, requirements, and business drivers
Handle incoming customer queries, issues, exception management.
On-board new clients and deliver a second-to-none experience to them for increased share of their business.
Be fully responsible for customer satisfaction and experience on interaction with Customers.
Hunt leads and follow up opportunities for new customers, lost or inactive accounts as well as regular accounts.
Identify when leverage of external sales face to face interaction would benefit the customers relationship or where large potential profitability has been identified.
Build strong relationships with all stakeholders including sales, Scope team etc.
Effectively handover of terms and conditions agreed with customer to stakeholder groups, including Scope team.
Manage the pipeline for customers in their portfolio, accurate forecasting, and provide input for segmentation
We are looking for
Minimum 2 Years Working experience in Logistics & services industry or related
Customer-facing and interaction skills with high-level of customer orientation.
Should have upselling skills
Strong stakeholder management skills
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
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
Process, solution-oriented, proactive & positive mindset
Excellent communication & influencing skills.
Experience in Loose Cargo Management is an added advantage
MODE OF APPLICATION
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About Maersk Line
Maersk Line is the world’s largest container shipping company, known for reliable, flexible and eco-efficient services. We operate 610 container vessels and provide ocean transportation in all parts of the world. But not only do we power some of the world’s largest ships - we also propel the growth ambitions of businesses and individuals all over our planet. Every day our 7,000 seafarers and 25,000 land-based employees at 374 offices share their expertise with our customers around the world to optimize their supply chains, maximize their distribution networks and most of all realize their business potential. We are devoted to creating simple and reliable solutions for our partners, continuously lifting industry standards and enabling global trade in the most sustainable manner possible. What we do is more than shipping. We deliver promises. Promises from customers and businesses all over the world