CX Agent – Maersk Tanzania
Key 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 in daily interactions through various channels and agreed media.
- Be present and visible with customers mainly through phone calls, and occasionally with the customer and internal teams
- Full understanding of customers’ needs, requirements, and business drivers
- Handle incoming customer queries, issues, exception management.
- On-board new clients and deliver second-to-none experience to them for an increased share of their business.
- Be fully responsible for customer satisfaction and experience interaction with customers
- 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 visits where needed.
Who we are looking for
Someone With:
- Bachelor’s degree
- 3+ years of experience in Logistics (Import/Export/Inland).
- Problem-Solving
- Customer Service Skills
- Capable of building solid rapport over the phone
- Can build and maintain a strong network of customers
- Successfully manages negotiation process
- Is a clear communicator at all levels of the organization
- Capable of overcoming objections
- Has knowledge of market competitors and industry trends
- Confident in decision making
