Customer Experience Agent
Apm Terminals
Guayaquil, EC
hace 13 horas

A.P. Moller - Maersk is an integrated container logistics company working to connect and simplify its customer's supply chains.

As the global leader in shipping services, the company operates in 130 countries and employs roughly 70,000 people. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere - all over the world.

For more information : https : / / www.maersk.com

Maersk is looking for Customer Experience Agent in Ecuador. We are looking for team players, customer oriented and well-organized individuals with strong logistics experience and solid knowledge in logistics and Supply Chain Management operations, from both origin and destination.

This is an exciting career opportunity to work in a multinational, Global 500 company that makes global trade happen.

We offer

At Maersk we go the extra mile to service our customers in the best possible way. We work hard to build and strengthen relationships with customers, making sure we understand their business drivers so we can continuously improve co-operation, processes and outcomes.

We provide end-to-end transportation to almost anywhere in the world. And, with 30,000 employees in 114 countries, we combine our global network with local expertise to increase the reliability of your deliveries, whether they travel by sea or over land so if you have what it takes to be successful come and work with us!

Key responsibilities

  • To always behave in a manner consistent with and loyal to the A.P. Moller Maersk values.
  • Understand claims policy and its impact on company assets and guide customers best possible through any potential claim situation
  • Understand and be familiar with local KPIs and act in line with set targets. Drive continuous improvements opportunities.
  • Act as a primary point of contact for customers, be the customer advocate internally in Maersk Line Ensure smooth execution of the whole shipment and logistic lifecycle by handling customer’s concerns and requests.
  • Proactively identifying customer’s needs to avoid potential risk, always taking ownership for issue resolution.
  • Makes use of own experience, problem solving tools & involves relevant parties collaboratively in developing solutions to resolve problems.
  • Be good at investigating customer's requirements, recognize opportunities, give promotion proposal.
  • Makes use of the hook to effectively create value, interest and works with the customer when promoting solution including Logistic & Supply Chain product.
  • Monitor the agreed service levels of GSC or cross teams and identify root causes when the targets are not met, timely escalate the potential or happened service failures to up level management.
  • Be fully responsible for customer satisfaction, own and manage customer facing activities like telephone calls, mail correspondence, client visits and other digital platforms, e.g. ChatBot, Livechat
  • Drive continuous efficiency improvements for the team and promote the digital platform for ease of doing business
  • We are looking for

  • Minimum 2 Years Working experience in Shipping & Logistics industry
  • Reefer commodities specialized
  • Customer service Centricity - experience is preferred
  • Intermediate English, written and spoken
  • Bachelor's Degree
  • Basic-intermediate proficient with systems (ex : Microsoft Products)
  • Team player attitude, motivation and proactive
  • Strong candidates are assertive, adaptable and resilient
  • Must be a self-starter, resourceful, solution-oriented
  • Strong multi-tasking and prioritize and manage time efficiently
  • Problem-solving abilities
  • Excellent verbal and written communication skills, the ability to work under pressure
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