Customer Experience Agent

<p></p><p></p><p></p><p></p><p><span>Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.</span></p><p><span> </span></p><p><span>At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organisation reflect and understand the customers we exist to serve.</span></p><p><span>With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.</span></p><p><span> </span></p><p><span>Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk.</span></p><p><span> </span></p><p><b><span>What we offer </span></b><span> </span></p><p><span><span>This is an exciting career opportunity in an international, challenging business setting known for diversity and being a high paced environment. You will get to focus on creating valuable relations with current and new customers and work with highly professional teams in an environment where you will be valued, </span><span>recognized</span><span> and well rewarded.</span></span><span><span> </span></span><span> </span></p><p><span><span>You will work with amazing and diverse colleagues with a deep sense of commitment to live Our Values and together, go all the way for our customers, society and for each other</span></span><span> </span></p><p><span> </span></p><p><span> </span></p><p><b><span>The role </span></b><span> </span></p><p><span><span>As </span></span><b><span>Customer Experience Agent</span></b><span><span> you will:</span></span><span> </span></p><ul><li><p><span><span>Manage and </span><span>monitor</span><span> the end-to-end shipment process.</span></span><span> </span></p></li><li><p><span><span>Coordinate with various stakeholders in shipment process handling.</span></span><span> </span></p></li><li><p><span><span>Orchestrator the overall flow of an end-to-end shipment.</span></span><span> </span></p></li><li><p><span><span>Provide a value add to the customers through effective business solutions by having good business knowledge / process understanding.</span></span><span> </span></p></li><li><p><span><span>Query Resolution with shippers/Customers/</span><span>Sales Team</span><span>/other stakeholders, </span><span>timely</span><span> resolution, and response to customers.</span></span><span> </span></p></li><li><p><span><span>Maintain a customer centric approach thereby helping to avoid occurrence of errors and take preventive measures to </span><span>eliminate</span><span> repetition of errors.</span></span><span> </span></p></li><li><p><span><span>Prepare and </span><span>submit</span><span> all documents in </span><span>a timely</span><span> and </span><span>accurate</span><span> manner and keep the internal/external stakeholders informed of the status.</span></span><span> </span></p></li><li><p><span><span>Responsible for cross sell/up sell, customer retention.</span></span><span> </span></p></li></ul><ul><li><p><span><span>Adhere to process and Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs) during daily operation</span><span>s</span><span>.</span></span><span> </span></p></li><li><p><span><span>Respond to all enquiries in </span><span>a timely</span><span> and </span><span>accurate</span><span> manner &amp; escalate </span><span>difficulties.</span><span> </span></span><span> </span></p></li><li><p><span><span>Work with the Commercial team to </span><span>establish</span><span> and strengthen customer relationships.</span></span><span> </span></p></li><li><p><span><span>Comply </span><span>to</span><span> specific customer SOP and </span><span>monitor</span><span> respective KPIs.</span></span><span> </span></p></li><li><p><span><span>Execute reports or other tasks assigned.</span></span><span> </span></p></li></ul><p><span> </span></p><p>The ideal candidate should have:</p><ul><li><p><span>Fluency in English and Greek is a must.</span><span> </span></p></li><li><p><span><span>Experience in a </span><span>customer facing</span><span> role, ideally within the </span><span>logistics</span><span> industry.</span></span><span> </span></p></li><li><p><span><span>A good understanding of </span><span>logistics</span><span> and </span><span>forwarding</span><span> products, </span><span>solutions</span><span> and terminology.</span></span><span> </span></p></li><li><p><span><span>Proven </span><span>track record</span><span> as customer service agent, capable of driving (cross functional) process improvements and turning around dissatisfied customers’ experience.</span></span><span> </span></p></li><li><p><span><span>Proven </span><span>track record</span><span> in a matrix,