Customer Experience Agent

Who we are

Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation, we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.

At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organisation reflect and understand the customers we exist to serve.

With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.

Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk.

What we offer

This is an exciting career opportunity in an international, challenging business setting known for diversity and being a high paced environment. 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, recognized and well rewarded.

You will work with amazing and diverse colleagues with a deep sense of commitment to live Our Values and together, go all the way for our customers, society and for each other.

Key Responsibilities

• To focus on the key Customer Experience Drivers:
  • Timely Delivery of Documents;
  • Pro-Active communication;
  • Exception Management;
  • Support claim department on necessary documents;
• Fully understand all contracts and charge structures including surcharges, additional charges and accessorial charges to ensure Maersk a) delivers on its promises and b) takes every opportunity to upsell and receive value for all services provided.
• Support implementation lead on the implementation of new clients or innovative programs
• Ensure & monitor that bookings with vendors/shippers are executed on time
• Ensure that send quotations/ feedback timely to the customers
• Monitor responsiveness on query resolution with shippers/ Client Program Manager (CPM) Team/ Customers
• Responsible for cross sell/up sell, customer retention.
• Follow up on the Outstanding bookings & query resolution
• Monitor, record and report the performance with recommendations on:
  • Service delivery wins
  • Service failures
• Work with the CPM Team/ Commercial team to establish and strengthen customer relationships
• Monitor on volume growth, CFS ratio, customers gross profit
• Help group members to pro-actively foresee the potential operational problem & voice out challenges with suggested solutions with pro-actively communication to all stakeholders
• Meet /conference call with the key account managers/ Commercial team members / customers to review customer service performance/ KPI for the list of L&S customers monthly

Required knowledge & Skills

1. Operational Efficiency & Customer Service Experience

• At least 01 – 02 years’ professional working experience at similar position(s) in logistics industry
• Bachelor’s degree in Logistics / Supply Chain Management or other relevant discipline.
• Language proficiency: Native Khmer level, Fluent English level
• 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.

2. 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

3. 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

4. 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

#LI-DNI

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.
We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing accommodationrequests@maersk.com.