Customer Experience Agent

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 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.

Key responsibilities

• Ensure the IOP, SOP and KPI are strictly complied with, and all operations are smoothly handled in cost effective manner.

• Execute process efficiency, improve complaint resolution timeliness, optimize by challenging business rules/limitations, and improve end-to-end service delivery to customers

• Suggest alternate viable solutions and actively resolve customer complaints within stipulated timeframe

• Ensure alternatives provided are aligned with rules and regulation including local policies

• Keep cost of non-conformance to the minimum by providing alternate solution and converting demanding situation into pleasant experience

• Collaborate with customers, Procurement and LCL Product

• Understand customers’ real needs, handle customers’ expectations and ensure professional customer service level.

• Handle system updates and customer requests in accordance with defined processes

• Ensure all relevant revenue & cost are timely updated in systems and ensure charges are passed on to customer

• Share best practices and knowledge

• Geographically covers the products in SEA

We’re looking for

• Proactive attitude and dedication to achieve ambitious goals.

• Willingness to learn and can-do attitude.

• Ability to work independently, with commitment, teamwork spirit, sense of Responsibility

• Strong interpersonal skills and communication skills.

• Clear logic and analytical skills with good sense of whole picture. ·

• Good command of written and spoken English skills.

• Familiar with INCOTERMS, STC, Customs Documentation, HS Code, and import/export processes.

• Familiar with Trade Compliance, HSS, Environmental Compliance

• Experience with Cargowise/CW1 highly require for the job

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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