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.
Liberia is one of the few English speaking West African countries with a population of four million people approximately. The population is largely concentrated in the capital, Monrovia, where most of the economic activities of the country take place and where most businesses are located around the vibrant freeport which serves as a gateway to Liberia.
Maersk Liner in Liberia plays a major role in the container business and is committed to equality, employment, equity and diversity. Its also has an adequate coverage in Liberia with presence of Safmarine and Maersk Line.
Liberia belongs to the Côte d’Ivoire Cluster, which includes offices in Côte d’Ivoire, Sierra Leone, Liberia and Burkina Faso, with its head office located in Abidjan.
Reporting to the Customer service supervisor, the customer service export agent will be responsible for all export Customer Care activities. he will work closely with Sales, finance, operation and trade and Marketing to drive yield and volumes. He will be fully accountable for the export customer service performance including the customer experience delivery.
We Offer
Global opportunities. 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.
In this position, the incumbent will have an opportunity to acquire skills and knowledge in the following areas:
• Customer Service related systems.
• Build a good multi-level network across Maersk Line Liberia organization and Cote d’ivoire Cluster
• Soft skills such as turning complaints into opportunities, handling difficult customers and managing customers’ expectation and etc.
• Team work, cross-functional management & cross-cultural management
• Business rules in Agent’s Manual
• Process improvement (ad-hoc)
Key Responsibilities
Act as a primary point of contact for customers be the Customer advocate internally in Maersk Line.
Be fully responsible for customer satisfaction, own, manage all customer facing activities.
As part of Commercial Intelligence – build strong relationships with customers, gain an understanding for their business, service needs, drivers and desires and leverage this to engage in discussions about new business opportunities and competitor/market intelligence.
Ensure smooth execution of the whole shipment lifecycle, by working closely with customers and internal support groups to achieve customer satisfaction goals through pro-active resolution handling and Issue resolution ownership.
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.
Monitor agreed service levels, and identify root cause when targets are not met, advise management of potential service failures and / or trends.
To always behave in a manner consistent with and loyal to the A.P. Moller – Maersk values.
Who we are looking for
An energetic candidate who will grow along with the company, possessing qualifications below:
• Minimum 1-2 years’ experience in logistic field. Customer service is a plus.
• Possess excellent communications i.e. verbal, written ,adequate skill in English with interpersonal skill.
• Open minded and high ability to handle change and challenges smartly.
• Proactively, energetic, hunger and fast to learn new things and adaptable to daily working when require
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