Customer Experience Agent

Maersk Line

We are looking for an enthusiastic “Customer Experience Agent ” to join Maersk Customer Service and lead our drive for continuous improvement.

We Offer 
• We offer an excellent work environment where you're valued as part of our team.
• A great culture of reward and recognition for high performing individuals who are ready to outperform others. 
• Great learning and career growth opportunities being a global shipping company. 
 

Key Responsibilities 
• Taking full responsibility for customers' experience by managing the end-to-end shipment process in compliance with all company procedures and regulatory requirements for both Import and Export, ensuring its smooth execution.
• Be the primary point of contact for own customers and act as an advocate for the customers, internally within Maersk.
• Actively build strong relationships with customers and gain an understanding of their business, service needs, drivers and desires.
• Promptly respond to customer enquiry on shipment status and proactively notify customers of relevant deviations from the transport plan, including potential solutions or alternatives.
• Actively drive awareness and utilization of Maersk self-service channels for own customers.
• Understand and be familiar with local KPIs and act in line with set targets. Drive continuous improvements opportunities.
• Be the owner of all customer issues and engage relevant stakeholders (internal and external) as required to facilitate timely and effective resolution.
• Manage and improve day to day process interaction with own customers by leveraging detailed customer knowledge.
• Understand claims policy and its impact on company assets and guide customers best possible through any potential claim situation. 
 

Who we are looking for 
• Bachelor’s degree
• Minimum 1 year of experience in Logistics/Shipping.
• Excellent interpersonal and communication skills
• An excellent team player. Able to work under pressure.
• Energetic, Well-organized, Efficient and Effective, Self-Initiated and good coordination skill
• Good analytical and problem solving skills – ability to look beyond the obvious and identify creative solutions
• Commercial drive.
• Knowledge of Microsoft Office - Word, Excel, PowerPoint.
• Fluent in Turkish & English.