We are looking for an enthusiastic "Reefer Customer Experience Agent " to join
Sealand A Maersk Company ''Customer Experience team' in Cairo and lead our
drive for continuous improvement.
* Managing large amounts of inbound and outbound calls in a timely manner
* Identifying Reefers customers' needs & clarify information
* Provide product and service information to customers.
* 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:
* Focus on constant improvements with a flexible mindset
* Efficient, decisive and result orientated
* Strong drive to improve the customer experience
* Excellent interpersonal and communication skills
* Energetic, self-motivated and dedicated
* Willingness to be a team player
* Strong planning and organizational skills
* Great command of written and spoken English and Arabic.
* Knowledge about Supply Chain Management is a plus
* Has at least two years of experience to fulfill the role.
At Maersk we have a vision that's larger than the ocean: to be a true integrator of container logistics connecting and simplifying our customers' supply chain through global end-to-end solutions. We count on our people to make it happen. When you join Maersk, you will find that the world is your wo…
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