Senior Customer Experience Consultant - Cape Town City Centre
Maersk
Would you like to be part of a value-driven, commercially oriented international environment where we enable global trade every day? As a Senior Customer Experience Consultant, you will join our team in Cape Town, Durban or Johannesburg and be responsible for owning and managing the customer experience. This includes proactively monitoring and managing the end-to-end shipment cycle in compliance with company procedures, ensuring that the cargo is transported as per the transport plan promised to the customer or keeping customers informed of relevant deviations. WHAT WE OFFER: When you join Maersk, you’ll find that the world is your workplace. You’ll work in a culturally diverse, stimulating environment, surrounded by new ideas and different ways of doing things. We believe in individual performance within highly professional teams supported by our distinctive values. To us teamwork means acceptance, respect, dedication, and the idea that we can achieve more when we all pull together. Living our values means competing in the marketplace in an ethical way so our name is synonymous with being a credible and valuable business partner. Through Constant Care and Humbleness, we strive to prepare for the future, while never forgetting that our customers and competitors are key to our ability to improve. In our daily work Uprightness and Our Employees mean that transparency and accountability in everything we do go hand in hand with being an inspiring, challenging place to work. At Maersk, we take pride in hiring the best person for the job – irrespective of gender, age, nationality, or religious belief. KEY RESPONSIBILITIES: Manage customer issues and engage relevant stakeholders as required to facilitate timely and effective solutions Effective handling of escalated situations and complaints across several communication channels Work with our extended Customer Experience team and ensure the smooth execution of the end-to-end shipment lifecycle and high-quality service levels for our customer Deliver proactive customer service - track shipments and notify customers of relevant deviations from the schedule, including potential solutions or alternatives Constantly seek ways to improve our service and customer experience Act as a primary contact for customers, you will actively build strong relationships and gain an understanding of their business, service needs and drivers Use your relationship building skills and fantastic customer service to increase revenue, by growing our customers’ business and promoting added value services WHO WE ARE LOOKING FOR: Minimum 2 years’ experience in CX and logistics Good Knowledge of MS Package Good knowledge of Supply Chain English Fluency is a must Strong customer service background, with proven success in a similar role Ability to use rigorous logic and methods to solve difficult problems with effective solutions A flair for learning quickly when facing new problems, enjoys the challenge of unfamiliar tasks and is comfortable with managing multiple systems Motivation for achieving results, and accustomed to high performance KPIs Strong commercial awareness Excellent communicator (on the phone, face to face, and written) who relates well to all kinds of people Ability to build rapport and use diplomacy and tact to defuse high tension situations comfortably Not rigid in approach; comfortable in a changing environment, flexible and open to new ways of working High sense of responsibility; committed to continual personal development. Accurate and timely reporting LI-TB1 Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements. We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing accommodationrequestsmaersk.com .
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