Customer Experience Agent - Zanzibar

About the Role

Join Maersk as a Customer Experience Agent in Dar Es Salaam, Tanzania, where you will play a vital role in creating exceptional experiences throughout the shipment lifecycle. If you enjoy cultivating strong client relationships and thrive in dynamic environments, this position offers a challenging and rewarding opportunity.

Key Responsibilities

• Ensure customers receive a positive experience and seamless support across all stages of their shipment processes via multiple communication channels, primarily phone.
• Maintain high visibility with clients and internal teams through frequent interactions.
• Comprehend customers’ business needs and drivers comprehensively to tailor service.
• Address incoming queries, resolve issues, and manage exceptions effectively.
• Onboard new clients and deliver unparalleled service to enhance business engagement.
• Take full ownership of customer satisfaction and interaction quality.
• Recognize situations that would benefit from direct sales engagement for profitable opportunities.
• Promote comprehensive use of Maersk’s products and services to boost company profitability.
• Establish strong collaborative relationships with stakeholders such as sales and OTCX teams.
• Ensure proper handover of terms and conditions agreed with customers to relevant internal groups.
• Manage customer pipelines precisely with accurate forecasting and contribute to portfolio segmentation.
• Encourage customer utilization of Maersk’s digital platforms and support brand promotion activities as needed.

Qualifications and Skills

• Bachelor’s degree is required.
• Minimum of three years of experience in the logistics sector encompassing import, export, or inland operations.
• Strong problem-solving abilities paired with excellent customer service skills.
• Proven capability to build and sustain rapport over the phone and maintain a robust customer network.
• Effective negotiation skills and confident decision-making.
• Clear and articulate communication across all organizational levels.
• Ability to handle objections skillfully.
• Awareness of market competitors and prevailing industry trends.

Additional Information

Maersk fosters a culturally diverse, innovative, and inclusive workplace with strong core values emphasizing integrity, teamwork, and ethical business conduct. Employment decisions are made without consideration of gender, age, ethnicity, religion, or other protected characteristics. The company also supports accommodations during application and employment to ensure equal accessibility for all candidates.