The role of the care agent is to deliver the customer experience of feeling trust, cared for and pleased in all interactions with customers and intermediaries that come to the Maersk Line and interactions involving counter staff.
At Maersk, you’ll be part of a global team motivated by bringing food and commodities to people in every corner of the world.
We do this through close partnerships with our valued customers, who trade everything from seafood and fruits, to clothes, electronics and cars! No matter our role in the Region our end goal is to simplify the lives of our customers.
This is done through seamless processes, best in class digital solutions, and great customer service!
Our diverse team of passionate and dedicated colleagues are empowered and supported to grow by their leaders. We all have our customers in mind, in every action of our daily work life, and this is truly the key to reaching our target!
An exciting career opportunity in an international, challenging business setting characterised by high pace and diversity.
You will get to focus on creating valuable relations with current and new customers and work with highly-professional teams in an environment where you will be valued, recognised and well-rewarded.
Understand customer needs in terms of services and ensure customer requirements are addressed, thereby ensuring high levels of problem resolution.
Explore avenues for service improvements and providing value-addition to the customers on an ongoing basis.
Attending calls / emails / issues of the Customers for Inbound and Outbound Shipments.
Ensures services are delivered to the customers as promised and / or that the customers are kept informed of relevant deviations.
Builds strong relationships with the customers.
Effectively on-board new customers
Act as a link between customers and internal stakeholders to ensure high standards of service in line with customer expectations.
Ensure that customer’s feel pleased cared for and trust in all their interactions with Maersk Line.
Actively Ask for More cargo from our customers, find information about their needs, their business and how our services can add value to the customers.
NPS (Customer Satisfaction and Loyalty). Manage in line with objectives. Measured on response and score.
Work together with other functions to ensure the easiest and most pleasurable experience possible to our customers. Proactively seeking feedback from customers on issues they have faced with Maersk Line in the past and work actively with other functions to ensure such issues aren’t repeated.
Take complete ownership of the customer in line with Maersk Line business strategy.
Be proactive in decision making and provide clear responses to customers in all interactions.
Provide Weekly Report / Monthly Report in format circulated per agreed deadlines.
Daily updates of SFDC activities (Case Management).
Monthly targeted customer plan to focus and drive improvements with GSC / OTCS.
Improve Customer accessibility, nil customer complaints.
Timely responses, no deadlines missed nil reminders.
Issues to be recorded through Case Management / Emails with the required actions if involvement of other departments required.
Attendance to VMS.
Usage & attendance to Case management within timelines.
Regular follow-up on Longstanding.
Final ownership & monitoring through reports on inbound cargo
We are looking for
Experience with Customer Service and business process functions
Wide understanding of A.P. Moller / Maersk Line Container Business
Minimum 2 years with the A.P. Moller / Maersk Line
Graduate in any stream
Proficiency of customs manifest submission and web system where applicable
Must be Arabic Speaker