| Maersk Line is the world’s largest container shipping company, known for reliable, flexible and eco-efficient services. We operate 610 container vessels and provide ocean transportation in all parts of the world. But not only do we power some of the world’s largest ships – we also propel the growth ambitions of businesses and individuals all over our planet. Every day our 7,000 seafarers and 25,000 land-based employees at 374 offices share their expertise with our customers around the world to optimize their supply chains, maximize their distribution networks and most of all realize their business potential. We are devoted to creating simple and reliable solutions for our partners, continuously lifting industry standards and enabling global trade in the most sustainable manner possible. What we do is more than shipping. We deliver promises. Promises from customers and businesses all over the world. |
The Customer Service Care Agent- owns and manages the customer experience of his/her customers. Proactively monitors and manages the end-to-end shipment process in compliance with all company procedures.
Collaborates closely with all internal and external stakeholders, builds relationships with the customers and leverages on understanding customer business drivers for improved and sustained business relationship.
We Offer
• Excellent opportunity to learn insight, knowledge and best practice in the shipping industry.
• You will be part of a diverse team where you will work with professional and competent colleagues in different functions and roles
• Acquire strong knowledge about our customers and their needs.
• Exposure and learning opportunities to sharpen business acumen and communications skills
Key Responsibilities
•Be the primary point of contact for assigned CARE customers and act as an advocate for these customers ,internally within Maersk line
•Attend to walk-in customers enquiries in a timely and efficient manner.
•Collaborate with Finance team to ensure invoice and payment timeliness and accuracy and avoidance of unjustified cost initiated within and outside functional scope.
•Actively build strong relationships with customers and gain an understanding of their business, service needs, drivers and desires amongst others through regular customer visits.
•Ensure smooth execution of the end-to-end shipment life cycle, by working closely with the customer as well as internal stakeholders.
•Proactively track shipments and notify customers of relevant deviations from the transport plan, including potential solutions or alternatives.
•Be the owner of all customer issues and engage relevant stakeholders as required to facilitate timely and effective solutions and be fully responsible for customer satisfaction of assigned customers.
•Understand claims policy and its impact on company assets and guide customers best possible through any potential claim situation.
•Understand per diem/demurrage implications for containers and its impact on company revenue.
•Commercial intelligence: engage customers in discussions about new business opportunities, business and support expectations and competitors/market intelligence.
Who we are looking for
•Minimum two year experience in shipping related customer services or sales role
• Able to work under pressure
• Well organized, efficient and effective
• Strong interpersonal and communication skills
• Proactive and customer-oriented
•Possess ability to make sound decisions with minimal supervision
•Establish and monitor quality standards
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Last application date: 28 July 2015.