CX Agent Singlecarrier Team
Opportunity
Are you a customer-oriented person who is
passionate about client experience and have high energy, striving to achieve
the best in what you do? We present you an opportunity to join our team in
Nairobi as Customer Experience Agent. In this role you will be challenged to
own and manage the full customer experience. He/She will responsible to
actively build strong relationships with customers, gain understanding of their
business, ensure excellent customer experience whilst maximizing sales
opportunities to deliver business results.This will include proactively
identifying new customer opportunities and developing existing customer
relationships to deliver volume and gross profit targets.
WHAT WE OFFER :
You will gain industry knowledge, have the opportunity to focus on creating valuable relations and work with highly-professional teams in an environment where you will be valued, recognized and well-rewarded. This will equip you with the competencies required for customer-facing roles, deepen your potential and broaden your career development as well as contribute to your team’s and organization’s success.
Duties &
Responsibilities
- 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 teams
- Full understanding of customers’
needs, requirements, and business drivers
- 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
- Source for new 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
- Ensure all products and services
are sold to the customer to maximize Maersk profitability
- Build strong relationships with
all stakeholders including sales, OTCX etc
- Effectively handover of terms and
conditions agreed with customer to stakeholder groups, including OTCX
- Manage the pipeline for customers
in their portfolio, accurate forecasting, and provide input for
segmentation
- Actively promote the use of
digital channels and promoting the Maersk Brand in daily interactions
through various channels and agreed media
- Be present and visible with
customers mainly through phone calls, and occasional visits where needed
Qualifications
- A driven fast learner, with a
positive attitude who shows initiative and take ownership over client
cases
- Someone with an open mindset who
can give constructive feedback, and in turn welcomes feedback as well
- A professional communicator, able
to keep a cool head and a customer centric approach while getting things
done
- Someone who is comfortable with
multi-tasking whilst keeping focus on delivering quality
- Someone who is an excellent team
player
Skills & Experience
- 1-2 years’ experience in shipping
line & port operation
- Bachelor’s degree from any
background
- Pro-active, customer-oriented
mindset
- Creative problem solver with
continuous improvement mindset
- Good command of Microsoft Office
applications with focus on Excel
- Stakeholder management skills and
relationship building
- Can build and maintain a strong
network of customers
- Has knowledge of market
competitors and industry trends
- Confident in decision making
