Senior Customer Experience Agent

The core purpose of this role is to deliver a customer satisfaction’s solution, continuously identifying both operational and financial process improvements in order to meet or exceed Key Customer Experience Index (KCXI) and Customer Satisfaction and Loyalty Survey (CSLS).

This role further engages closely with key stakeholders to optimize profitability of their customers and increase on Employee Engagement Survey (EES).

This position also
o Holds the primary responsibility for customer retention and for identifying cross sell/up sells opportunities to customers.
o The first point of escalation on complaint resolution and claims handling
o Deliver to result as per Customer Experience Manager’s tasks assigned

Key Responsibilities

(The key activities the position is required to deliver to achieve the role purpose/ accountabilities of the job holder)

Strategy

• Create customer loyalty
• Continuously driving productivity improvements in the end to end process
• Improve profitability by continuously driving costs out of the customer services activity and maximising income opportunities
• Seek for cross sell/up sell opportunity
• Monitor on volume growth and CFS ratio

Customer Focus

• Ensure that solutions are clearly defined within the customer’s SOP and with up-to-date IOP
• Ensure that client SOP remain updated and consult with the CPM adjust them to improve the process.
• Identify any scope creep and advise both the Customer Experience Manager and the CPM in order to addressed with customers
• Ensure that client KPI’s are achieved as per target
• Where appropriate utilise individual customer KPI’s to ensure that the highest levels of customer excellence is achieved throughout the Customer Experience Team
• Assist CPM by identifying and implementing business development opportunities
• Identify and propose customer experience improvements and service deliverables
• Own the customer experience provision and continually improve its delivery
• Develop and maintain effective relationships with customers, key stakeholders
• Proactively assist with customer’s implementations
• Meet /conference call with the KCM/CPD/CPM/ Sale team members / customers to review performance/ KPI as monthly basis

Financial Control

• Drive financial accountability within the client handling (RTP/OTC to be accurate and on time, queries resolved within agreed deadline, supplier queries to be resolved etc.)
• Record unrecoverable costs (waived charges) properly and timely based on approval authority matrix.
• Propose process changes to remove unrecoverable costs (waived charges)
• Develop and maintain effective relationships with key stakeholder

Stakeholder Management:

• Coordinate with ocean carrier on carrier forecast, booking acceptant, routing monitoring
• Ensure stakeholder such as warehouse, operation, GSC are comply with latest customer instruction
• Identify additional team capacity and discuss with Customer Experience Manager to assist in team workload management

Values

• Drive the Company values act as a role model in their application

Other responsibilities

• Assist the Customer Experience Manager with process reviews
• Drive effective process or systems implementations or project
• Ad hoc projects/tasks as agreed with the Customer Experience Manager
• Travel to the extent required
• Meet customers/visitors as agreed with the Customer Experience Manager

Expectations from the Role

(The outcomes that the job holder is expected to drive through fulfilment of his/her responsibilities)

• Individual customer KPI’s are achieved as Target
• Achieved Key Customer Experience Index (KCXI) and Customer Satisfaction and Loyalty Survey (CSLS) as per agreed target
• Build up rapport with clients and key stakeholders
• Encourage team member or individual for cross/up-selling opportunity
• Productivity improvements are achieved within the agreed target
• Service delivery costs are reduced within the agreed target
• All reports to have completed the required systems training
• Personal development plans for reports to be reviewed and agreed with Customer Experience Manager
• CM1 reviews to be completed to agreed deadlines
• Consistent application of values in the work environment
• Deliver Ad Hoc reports or assign within agreed deadlines

KPI’s (suggested – working group to validate)

• Service delivery – quality & response aligned with agreed client SLAs
• Customer Retention & Customer Satisfaction and Loyalty Survey (CSLS)
• Key Customer Experience Index (KCXI)
• Cross-Sell /Up-selling leads generated
• Process improvement initiative (collaboration)

Required knowledge & Skills (expected entry level requirements for applicant consideration that apply for role)

Operational Efficiency & Customer Service Experience

• Bachelor’s degree level education in Business or other relevant discipline with a maximum of 3 years’ work experience after graduation, in parallel with education or between degrees.
• Alignment with our values.
• Track record of success in a high paced environment.
• Ambition and drive to excel together with others.
• An international mind-set and inclusive behaviour.
• Ardent desire to pursue a long-term career in transport and logistics.
• International mobility and willingness to travel. 
• An excellent command of spoken and written English.
• Good at Microsoft office (Excel, Word, PowerPoint) usage

Relationship Management

• Customer-facing and interaction skills with high-level of customer orientation
• Ability to work and thrive in a flexible matrix organization with focus on networking & active collaboration
• Ability to make presentations to stakeholders and communicate effectively in a diverse multicultural environment
• Good influencing skills
• Stakeholder management

Passion for Customer Service

• Conveys a sense of urgency and drives issues to closure, persists despite obstacles and opposition.
• Well-organized when working under pressure
• Proactive and exhibits excellent problem-solving capabilities

Core Competencies:

• People oriented that always take care about people who generate the result to company
• Process and result oriented mind-set
• Excellent communication skills with proactive mind-set
• Well collaboration with stakeholders
• Positive mind-set and friendly people
• Customer oriented

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law.
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