CX Agent : JL2

Do you enjoy building strong customer relationships and delivering exceptional service? At Maersk, we are transforming the logistics industry through innovation, digitalization, and a customer-first mindset.

We are looking for a Customer Experience Agent to join our team in Dar Es Salaam, Tanzania and help create outstanding customer experiences across the end-to-end shipment lifecycle.

This is an exciting opportunity for a customer-focused professional who thrives in a fast-paced environment, enjoys problem-solving, and is passionate about delivering value to customers while driving business growth.

WHAT WE OFFER:

When you join Maersk, you’ll find that the world is your workplace. You’ll work in a culturally diverse, stimulating environment, surrounded by new ideas and different ways of doing things. We believe in individual performance within highly professional teams supported by our distinctive values. To us teamwork means acceptance, respect, dedication, and the idea that we can achieve more when we all pull together.

Living our values means competing in the marketplace in an ethical way so our name is synonymous with being a credible and valuable business partner. Through Constant Care and Humbleness, we strive to prepare for the future, while never forgetting that our customers and competitors are key to our ability to improve. In our daily work Uprightness and Our Employees mean that transparency and accountability in everything we do go hand in hand with being an inspiring, challenging place to work. At Maersk, we take pride in hiring the best person for the job – irrespective of gender, age, nationality, or religious belief.

Key Responsibilities:

• To deliver a positive customer experience for all customers and to ensure a smooth execution of the end – to- end shipment lifecycle by working closely in daily interactions through various channels and agreed media.
• Be present and visible with customers mainly through phone calls, and occasionally with the customer and internal teams
• Full understanding of customers’ needs, requirements, and business drivers
• Handle incoming customer queries, issues, exception management.
• On-board new clients and deliver second-to-none experience to them for an increased share of their business.
• Be fully responsible for customer satisfaction and experience interaction with customers
• Identify when leverage of external sales face to face interaction would benefit the customers relationship or where large potential profitability has been identified
• Ensure all products and services are sold to the customer to maximize Maersk’ profitability.
• Build strong relationships with all stakeholders including sales, OTCX etc.
• Effectively handover of terms and conditions agreed with customer to stakeholder groups, including OTCX.
• Manage the pipeline for customers in their portfolio, accurate forecasting, and provide input for segmentation
• Actively promote the use of digital channels and promoting the Maersk Brand visits where needed.

Who We Are Looking For

Someone With:

• Bachelor’s degree
• 3+ years of experience in Logistics (Import/Export/Inland).
• Problem-Solving
• Customer Service Skills
• Capable of building solid rapport over the phone
• Can build and maintain a strong network of customers
• Successfully manages negotiation process
• Is a clear communicator at all levels of the organization
• Capable of overcoming objections
• Has knowledge of market competitors and industry trends
• Confident in decision making

• To deliver a positive customer experience for all customers and to ensure a smooth execution of the end – to- end shipment lifecycle by working closely in daily interactions through various channels and agreed media.
• Be present and visible with customers mainly through phone calls, and occasionally with the customer and internal teams
• Full understanding of customers’ needs, requirements, and business drivers
• Handle incoming customer queries, issues, exception management.
• On-board new clients and deliver second-to-none experience to them for an increased share of their business.
• Be fully responsible for customer satisfaction and experience interaction with customers
• Identify when leverage of external sales face to face interaction would benefit the customers relationship or where large potential profitability has been identified
• Ensure all products and services are sold to the customer to maximize Maersk’ profitability.
• Build strong relationships with all stakeholders including sales, OTCX etc.
• Effectively handover of terms and conditions agreed with customer to stakeholder groups, including OTCX.
• Manage the pipeline for customers in their portfolio, accurate forecasting, and provide input for segmentation
• Actively promote the use of digital channels and promoting the Maersk Brand visits where needed.

• Problem-Solving
• Customer Service Skills
• Capable of building solid rapport over the phone
• Can build and maintain a strong network of customers
• Successfully manages negotiation process
• Is a clear communicator at all levels of the organization
• Capable of overcoming objections
• Has knowledge of market competitors and industry trends
• Confident in decision making

• Bachelor’s degree
• 3+ years of experience in Logistics (Import/Export/Inland).