Customer Experience Consultant

At Maersk, we are on a revolutionary journey to simplify global trade, which
will give us the chance to offer a major impact on the world economy, and on
your career. At Maersk we want to be a true integrator of container logistics
connecting and simplifying our customers' supply chain through global end-to-
end solutions.
We are looking for an enthusiastic "Customer Experience Agent Consultant" to
join Maersk in Cairo, to take full responsibility for customer experience by
managing and monitoring the end-to-end shipment process.
We Offer
* We offer an exciting job opportunity to be part of the world's largest container shipping company.
* A challenging business environment, characterized by high pace.
* The opportunity to contribute to the growth and success of Maersk, the biggest player in the global market.
* You will gain industry knowledge, international working experience, better communication skills and techniques relevant to customer service.
* This is a dynamic position, operating in both a domestic and international environment.
* Diverse international career opportunities
* A culture valuing and driving collaboration, personal development and open dialogues
Key responsibilities:
* Managing large amounts of inbound and outbound calls in a timely manner
* Identifying customers' needs & clarify information
* Online and face-to-face interactions with customers
* Provide product and service information to customers
* Routing inbound calls to the appropriate resources
* Seize opportunities to upsell products when they arise
* Ensure feedback from the customer to further improve the customer services.
* Build sustainable relationships and engage customers by taking the extra mile
* Provide customers information packages on products or services.
* Take full responsibility and end-to-end ownership of customer shipments.
* Act as a primary point of contact for customers. and communicate proactively to keep customers informed of any issues.
* Ensure smooth execution of the whole shipment lifecycle, by working closely with customers and internal stakeholders.
* Engage in constructive issue resolution. This includes dealing with escalations and complaints.
* Address root causes and seek continuous improvements.
* Constantly look for ways to improve work processes by understanding and being familiar with local KPIs and act in line with set targets.
* Thinking out of the box and with focus on providing solutions.
* Build strong and lasting relationships with customers with purpose of gaining an understanding for their business, service needs and, drivers of success.
* Actively work together with colleagues within and beyond functions and locations.
* Assist the team in realizing the ambitions by sharing knowledge and best practices of processes.
* Display accountability for customer satisfaction, by owning and, managing customer facing activities.
We Are Looking For:
* Strong phone and verbal communication skills along with active listening
* Customer focus and adaptability to different personality types
* Strong interpersonal and communication skills.
* Passion for Customer Service.
* Pro-active person with a service-oriented mindset.
* Dedicated, Decisive and result orientated with a can-do attitude.
* Likes to get it right the first time and can look ahead to avoid issues from happening.
* Able to work under pressure.
* Comfortable with working with multiple items at the same time whilst keeping quality in focus.
* Well organized, efficient and effective.
* An excellent team player.
* Good moral compass and ability to work by the Company's values.
* Fluent in English and Arabic (written and oral).
* Excellent Written and Verbal skills with people at all levels across the organisation in English.
* Ability to handle stressful situation appropriately
* Knowledge of customer service practices and principles
Having substantial operations in over ‎130 countries, we work across
continents, across cultures and with individuals from all walks of life. This
drives our ambition, to create equitable and inclusive workplaces where every
individual can have a sense of belonging. As an equal opportunity employer, we
do not discriminate on the basis of age, ancestry, national or ethnic origin,
race, sex, gender identity or expression, sexual orientation, marital status,
parental or caring status, religion or belief, physical or mental disability,
long term health condition, pregnancy or parental leave, protected veteran
status, or any other classification protected by applicable law. We actively
work to address systemic bias and support representation. We therefore
encourage all to apply and let us know if you require any reasonable
adjustments to be made for your recruitment process. Learn more at:
https://www.maersk.com/careers/diversity-equity-and-inclusion.
Sr Customer Service Agent - Ocean