Customer Experience Consultant

Customer Experience Consultant

We have a vision larger than the ocean: to be a true integrator of container logistics connecting and simplifying our customers’ supply chain. We count on our people to make it happen.  

We’re taking a big step on this journey: building one global Finance organization. Carrying out a vital mission: support our employees, so they can best support our customers.

As Customer Experience Consultant, you’ll contribute to improve the customer experience by fostering positive customer interactions, identifying customer issues, providing solutions, and conversing in a polite and professional manner, thereby leaving customers with lasting impressions of their upbeat experience.

This is a great position for the individual who enjoys corresponding via IM, can ask probing questions to determine true issue(s), and a talent for investigating problems. The ideal candidate will find satisfaction in tracking down the information needed to answer questions and resolve customer issues swiftly via live chat. This position is especially suited for the individual who prefers a varied and challenging work environment. Applicant must have the ability and desire to become well-versed in the utilization of various databases, policies, and procedures.  

We Offer:

We offer you exciting career opportunities with an international reach to further expand your experience through our diversity-focused and award-winning talent development initiatives.

Energizing and pioneering, this is also an environment that keeps you motivated. You’ll be joining a values-led, genuinely diverse, and talented team that is passionate about being there for employees, and for each other. We strive to deliver the right environment for the right people while fostering a culture of fairness, mutual respect, responsibility, and care for our business and our customers.

We have a competitive compensation and benefits package for full-time employees. Our talent policies are recognized world-wide as one of the best in the industry and we continue to look for new ways to invest in our people through ongoing personal and professional development initiatives.

We value the diversity of our talent and will always strive to recruit the best person for the job. We’re proud of that and we see it as a genuine source of strength for building high performing teams.

Key responsibilities

• Function as an online point of contact for customers and be the customer advocate. 

• Respond quickly and accurately to customer inquiries via the live chat software. 

• Take ownership of these issues and perform problem resolution to the customer’s satisfaction immediately.  

• Increase digital adoption by promoting and training customers on Maersk.com and the Maersk mobile app.  

• Be fully responsible for customer satisfaction; own and manage all customer facing activities relating to chat interactions. 

• Execute on current standard while identifying opportunities for innovation. 

• Understand and be familiar with local KPIs and act in line with set targets; drive continuous improvement opportunities 

• Monitor agreed service levels, identify root cause when targets are not met, and advise management of potential service failures and/or trends. 

• Always behave in a manner consistent with and loyal to the A.P. Moller – Maersk values 

• Able to work shifts M-F between 6a-6p MX TIME 

Technical Skills and Competencies 

• Must be a highly motivated, driven and self-starter who can work independently with an strategic mindset. 

• Ability to communicate efficiently, quickly, and provide precise details for instructions 

• Ability to multi-task and display sense of urgency. 

• Organizational and time management skills - multi-tasking and prioritizing, planning work activities efficiently to meet deadlines and high-level goals. 

• Good influencing, conflict resolution, and negotiation skills. 

• Possesses a drive for results and success, conveys a sense of urgency, and overcomes obstacles and opposition in order to bring issues to closure. 

• Works together with others in the business unit to achieve results while fostering teamwork. 

• Customer centric /solutions focused. 

• Proven ability to deliver even under pressure. 

• Proficient in Microsoft Suite applications.  

Join a global leader as we embark on an industry-defining digital transformation that will revolutionize trade!

Maersk/APM Terminals is committed to equal employment opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities who are applying for positions in the Mexico. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, veteran status, gender identity, genetic information, or any other characteristic protected by federal, state, or local law.