Customer experience consultant

Ever wondered how the products you buy in your local supermarket are transported to Egypt? Amazed by the speed at which your new sneakers are delivered to your home? You can now become a part of one of Time’s Top 100 Most Influential Companies, shaping the future of Transport and Logistics.
No matter your dreams and ambitions, Maersk offers exciting career opportunities in a truly international working environment. When you join Maersk, the world becomes your workplace. You will feel the diversity and dynamics of our international business from day one. We commit to providing possible best development and career growth to all our employees through digitalized learning ways to keep them up with the development of technological changing.
In Maersk, we are on a vision to become The Global Integrator of container logistics connecting and simplifying our customers' supply chain. You will join a truly ground breaking journey striving to continuing to strengthen the focus to become a truly customer centric company, serving our customers' individual needs.

We are looking for an enthusiastic “Customer Experience Agent ” to join Maersk Egypt's ''Direct Transport Team“ in Cairo, to take full responsibility for customer experience by managing and monitoring the end-to-end shipment process.

We Offer

• We offer an exciting job opportunity to be part of the world’s largest container shipping company.
• A challenging business environment, characterized by high pace.
• You will be working in a team of 6 motivated and engaged people with a diverse background who bring a smile to their customers every day.
• The opportunity to contribute to the growth and success of Maersk, the biggest player in the global market.
• You will gain industry knowledge, international working experience, better communication skills and techniques relevant to customer service.
• This is a dynamic position, operating in both a domestic and international environment.
• Diverse international career opportunities
• A culture valuing and driving collaboration, personal development and open dialogues

Key responsibilities:

• Managing large amounts of inbound and outbound calls in a timely manner
• Identifying Direct Transport customer needs & clarify information
• Provide product and service information to customers.
• Seize opportunities to upsell products when they arise
• Ensure feedback from the customer to further improve the customer services.
• Build sustainable relationships and engage customers by taking the extra mile
• Provide customers information packages on products or services.
• Take full responsibility and end-to-end ownership of customer shipments.
• Act as a primary point of contact for customers. and communicate proactively to keep customers informed of any issues.
• Ensure smooth execution of the whole shipment lifecycle, by working closely with customers and internal stakeholders.
• Engage in constructive issue resolution. This includes dealing with escalations and complaints.
• Address root causes and seek continuous improvements.
• Constantly look for ways to improve work processes by understanding and being familiar with local KPIs and acting in line with set targets.
• Thinking out of the box and with focus on providing solutions.
• Build strong and lasting relationships with customers with the purpose of gaining an understanding of their business, service needs, and, drivers of success.
• Actively work together with colleagues within and beyond functions and locations.
• Assist the team in realizing the ambitions by sharing knowledge and best practices of processes.
• Display accountability for customer satisfaction, by owning and, managing customer-facing activities.

We Are Looking For:

• 2- 4 years of experience in logistics, transport, Freight forwarder, or supply chain sectors.
• Fluent English is a must
• Customer Centricity and result orientation.
• Focus on constant improvements with a flexible mindset
• Efficient, decisive and result orientated
• Strong drive to improve the customer experience
• Excellent interpersonal and communication skills
• Energetic, self-motivated and dedicated
• Willingness to be a team player
• Strong planning and organizational skills