Customer Experience Agent

About the Role

Join Maersk as a Customer Experience Agent focusing on providing exemplary service throughout the shipment process. This role, based in Zanzibar City, Tanzania, is ideal for professionals enthusiastic about nurturing customer relationships and supporting business development in a dynamic logistics environment.

Key Responsibilities

• Deliver outstanding customer service to ensure seamless management of the entire shipment lifecycle.
• Maintain active communication primarily via phone calls, engaging with both customers and internal teams.
• Understand customer needs, requirements, and business motivations thoroughly.
• Efficiently address customer inquiries, issues, and manage exceptions.
• Facilitate the onboarding of new clients, ensuring a superior customer experience to grow business share.
• Assume accountability for customer satisfaction and overall experience during interactions.
• Recognize opportunities where external sales support could enhance customer relationships or exploit significant profitability potentials.
• Maximize sales of Maersk's products and services to enhance company profitability.
• Develop robust relationships with stakeholders including sales and OTCX teams.
• Accurately communicate customer terms and conditions to relevant stakeholder groups.
• Manage customer portfolios effectively including pipeline oversight, precise forecasting, and input for segmentation.
• Encourage adoption of digital platforms and strengthen the Maersk brand presence during customer engagements.

Candidate Profile

• Holds a Bachelor's degree.
• Minimum of three years’ experience in logistics, including import, export, or inland operations.
• Strong problem-solving and customer service aptitude.
• Effective at building rapport via phone and maintaining extensive customer networks.
• Skillful in negotiation and clear communication across organizational levels.
• Able to overcome objections confidently.
• Knowledgeable about industry trends and market competitors.
• Confident decision-maker.

Company Culture and Values

At Maersk, we foster an innovative and culturally diverse workplace where teamwork, ethics, and accountability are at the core of our operations. Our values emphasize humility, integrity, and respect, aiming to prepare for the future while delivering excellent customer service. We pride ourselves on fair employment practices ensuring equal opportunity regardless of gender, age, nationality, or beliefs. Accommodations for applicants are available to support accessibility during hiring and employment.