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.
Maersk Line is recruiting to fill the vacant position below:
Job Title:
Customer Service Agent
Ref.: ML-153161
Location: Lagos
Job Summary
The role of the Customer Service Agent is to own and manage
the customer experience of his/her customers that are segmented into Care
account. This includes onboarding new customers onto the Care platform while
proactively monitoring and managing the end-to-end shipment process of
on-boarded customers to consistently deliver a differentiated and superior
customer experience.
We Offer
The Customer Service Agent ensures that the cargo is
transported as per the transport plan promised to the customer and/or that the customer
is kept informed of relevant deviations. He/she functions in a formidable
commercial alliance with Sales in building relationships with the customers and
leveraging the understanding of their business drivers to continuously improve
cooperation and process to the mutual benefit of the customer and Maersk Line.
Key Responsibilities
Be the primary point of contact for own customers and act as
an advocate for the customers, internally within Maersk Line
Actively build strong relationships with customers and gain
an understanding of their business, service needs, drivers and desires.
Commercial intelligence: In-depth knowledge about the
industries in which his/her customers operate
In general, actively seek out and act on continuous
improvement opportunities both in relation to customers and internal / external
stakeholders.
Clearly demonstrate CARE as a loyalty builder and extract
value from same.
Actively drive awareness and utilisation of Maersk Line
self-service channels for own customers.
Always behave in a manner consistent with and loyal to the
A.P. Moller – Maersk values
Ensure smooth execution of the end-to-end shipment
lifecycle, by working closely with the customer as well as internal
stakeholders
Promptly respond to customer enquiry on shipment status and
proactively notify customers of relevant deviations from the transport plan,
including potential solutions or alternatives.
Be the owner of all customer issues and engage relevant
stakeholders (internal and external) as required to facilitate timely and
effective resolution
Manage and improve day to day process interaction with own
customers by leveraging detailed customer knowledge
Understand claims policy and its impact on company assets
and guide customers best possible through any potential claim situation.
Who We are Looking For
2-3 years of experience in Customer Service (preferably in
the shipping industry)
Passion about assisting customers
Internally motivated
Excellent communication skills
High attention to detail is a must
How to Apply
If you want this job, click here to apply
Application Closing
Date
30th of October, 2017
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