Customer Experience Consultant

We are looking for an enthusiastic Customer Experience 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
* 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

Join Maersk as a Customer Experience Consultant and elevate global trade by
crafting seamless solutions that exceed customer expectations, driving
satisfaction and loyalty in every shipment journey.