Share this offer Company Website : Industries : Airport and shipping servicesTransport, logistics, postal services Job ads : Company description A.P. Moller - Maersk is an integrated logistics company. We go all the way to connect and simplify global trade for a growing world. Job Ad & Profile Description Position : Customer Experience Agent - Single CarrierMaersk Kenya is currently looking to hire a Customer Experience Agent to join our team in Mombasa.Job DescriptionThe role of the Customer Experience Agent is to actively build strong relationships with customers and to gain understanding of their business, to deliver excellent customer service and maximise sales opportunities. This will include proactively identifying new customer opportunities and developing existing customer relationships to deliver volume and gross profit targets.We offerAt Maersk, you’ll be part of a global team motivated by bringing food and commodities to people in every corner of the world. We do this through close partnerships with our valued customers, who trade everything from seafood and fruits, to clothes, electronics and cars! No matter our role in the Region our end goal is to simplify the lives of our customers. This is done through seamless processes, best in class digital solutions, and great customer service!So, we offer:Results orientationImproved commercial and leadership capabilitiesInteraction within broader Area for best practice sharingCreating network within the global organizationUnderstand market and customer driversImprove understanding of how best to generate profit for MaerskMoreover, you will expand your customer network and enrich your market and product knowledge while enhancing the Maersk's leadership position and contributing to the continuous success of the Maersk Kenya organization.Key responsibilitiesTo deliver a positive customer experience for all customers and to ensure a smooth execution of the end – to- end shipment lifecycle by working closely with the customer and internal teamsFull understanding of customers needs, requirements, and business driversHandle incoming customer queries, issues, exception management.On-board new clients and deliver a second-to-none experience to them for increased share of their business.Be fully responsible for customer satisfaction and experience on interaction with customersHunt leads and follow up opportunities for new customers, lost or inactive accounts as well as regular accounts.Identify when leverage of external sales face to face interaction would benefit the customers relationship or where large potential profitability has been identifiedEnsure all products and services are sold to the customer to maximise Safmarine profitability.Build strong relationships with all stakeholders including sales, Scope team etcEffectively handover of terms and conditions agreed with customer to stakeholder groups, including Scope team.Manage the pipeline for customers in their portfolio, accurate forecasting, and provide input for segmentationActively promote the use of digital channels and promoting the Safmarine Brand in daily interactions through various channels and agreed media.Be present and visible with customers mainly through phone calls, and occasional visits where needed. Required profile for job ad : Customer Experience Agent - Single Carrier Minimum Qualification: BachelorExperience Level: Mid levelExperience Length: 3 yearsMinimum of Bachelor’s degree in relevant discipline.3+ years of solid logistics work experience with proven track record across operations & executionsPossess knowledge of both Exports & Imports (customs) processesExperience in logistics or freight forwarding operationsExperience of working with wide variety of complex operational challenges and ability to solve problems and take decisionsAbility to interface with senior leadership stakeholders within & outside the organizationStrong collaboration and interpersonal skillsAlignment with our valuesAn international mind-set and inclusive behaviourAn excellent command of spoken and written English. Job criteria for job ad : Customer Experience Agent - Single Carrier Job category : Marketing, communicationSalesServices Industries : Transport, logistics, postal services Employment type : Permanent contract Region : Central - Coast - Eastern - Nairobi - North Eastern - Nyanza - Rift Valley - Western Experience level : 2 to 5 years Educational level : Bachelor Spoken language : english›fluent Number of Position(s) : 1
