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CX Agent, and Customer Experience Agent – Ocean Import

with Maersk

BTDC-ID: 30229

Closing Date:

Announcement Description

We are a leading logistics company that provides end-to-end solutions for our clients’ needs. We are looking for a customer service agent who can handle inquiries, complaints, and requests from our customers and carriers.

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.

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.

With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.

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.

We are now looking for qualified candidates to fulfill the positions below:

Announcement Positions

CX Agent

  • Category: Business Administration, Sales / Marketing
  • Type : Job Opportunity
  • Location: Phnom Penh
  • Schedule: Short-term
  • Salary: Negotiable

Appetizer

This is a 9-months contract role.

The SCM Customer Service Associate engages directly with the Regional / Global Account and Program Managers for Large accounts & ensures a seamless customer service delivery to their clients.

This role further works closely with the programme and implementation managers (who move the cargo and provide reporting), to optimize profitability of their customers.

  • The primary responsibility for driving consistent customer experience,
  • Exceptional handling as Frontline Customer Service/Customer experience
Duties
  • Key Responsibilities:
  • Understand customer SOP/IOP and deliver as per customer expectation.
  • Develop and maintain effective relationships with customers, key stakeholders.
  • Vendors/shippers management
  • Responsible for creating value to customers and provide Maersk integrated solution when there is opportunity.
  • Identify and propose customer experience improvements and service deliverables.
  • Be ownership to customer experience provision and continuous improvement or innovation.
  • Work with Team, team Manager and Client Program Manager to establish and strengthen customer relationships.
  • Monitor responsiveness on query resolution with Customers / shippers / Client Program Managers.
  • Work with direct manager and peers to pro-actively foresee the potential operational problem & voice out challenges with suggested solutions with pro-actively communication to all stakeholders.
  • Regularly meet / conference call with customers, shippers, and key stakeholders to review customer experience improvement.
  • Support implementations of new clients or innovative programs when needed.
  • Expectations from the Role - Build Strong Customer Relationships:
  • Meet up with the Key Account Managers (KCM) / Commercial team members / program managers on a regular basis to review customer service for the list of SCM Customers on a Monthly basis.
  • Set up a calling pattern with key customers & engage with them to build strong relationships.
  • Provide regular updates to commercial team on cross-sell/ up-sell opportunities.
  • Stakeholder Management:
  • Act as a prime point of contact with customers, working closely with Key Account Managers, Commercial team and overseas offices to deliver seamless customer experience.
  • Help group members to pro-actively foresee the potential operational problem & voice out challenges with suggested solutions.
  • People Development:
  • Regularly arrange Personal Development Plan talk with Customer Service team leader.
  • Develops & maintains a customer service mindset in the team & join team for motivated to go the extra mile.
  • Information Management:
  • Customer Advisory System – maintain an up to date knowledge of market conditions affecting service, including congestion, surcharges, strikes, border closures, natural disasters, etc. and to oversee the creation and issue of customer advisory notices to Commercial Offices and to customers.
  • Customer Pricing Database – quotation database, maintenance of local charges / tariff, and credit and pricing approval.
  • Claims Register – ensure claims are received, acknowledged, and handled in accordance with Maersk Policy.
  • Customer Master Data – in line with Maersk policy and procedure.
  • Contract Register & Records - signed original contract copies and Master “Rate Card” file..
  • Customer Authority Matrix and Escalation / Dispute Resolution process.
  • SOPs for client specific requirements including invoicing, claims handling, dispute escalation / resolution, and exceptions.
  • Customer KPI reporting in accordance with contract requirements.
  • Visual Management Board monitoring
Requirements
  • Operational Efficiency & Customer Service Experience
  • Bachelor’s degree level education in Business or other relevant discipline with at least 1 years’ work experience after graduation, in parallel with education or between degrees.
  • Alignment with our values.
  • Track record of success in a high paced environment.
  • Ambition and drive to excel together with others.
  • An international mind-set and inclusive behaviour.
  • Ardent desire to pursue a long-term career in transport and logistics.
  • International mobility and willingness to travel.
  • An excellent command of spoken and written English.
  • Relationship Management
  • Customer-facing and interaction skills with high-level of customer orientation
  • Ability to work and thrive in a flexible matrix organization with focus on networking & active collaboration
  • Ability to make presentations to stakeholders and communicate effectively in a diverse multicultural environment
  • Good influencing skills
  • Passion for Customer Service
  • Conveys a sense of urgency and drives issues to closure, persists despite obstacles and opposition.
  • Well-organized when working under pressure
  • Proactive and exhibits excellent problem-solving capabilities
  • Core Competencies:
  • People oriented that always take care about people who generate the result to company
  • Process and result oriented mind-set
  • Excellent communication skills with proactive mind-set
  • Well collaboration with stakeholders
  • Positive mind-set and friendly people
  • Customer oriented
 

Customer Experience Agent – Ocean Import

  • Category: Customer Service/Support, Shipping / Import / Export, Communications
  • Type : Job Opportunity
  • Location: Phnom Penh
  • Schedule: Full-time
  • Salary: Negotiable

Job Purpose/summary:

  • Manage and operate Ocean shipment in general, as well as coordinate bundled shipments with Intermodal, CHB, and other related products
Duties
  • Customer Experience includes roles that provide services to customers once they are onboarded in the Maersk environment. Activities may include the following (but are not limited to):
  • Customer channel management : Support, and understanding the business of customers handled.
  • Case Management : Resolve the inquiries from customers.
  • Customer onboarding and relationship management : Onboard customer to use the digitalized solutions, and process & service Maersk would be offering to customers.
  • Contract and dispute management : Handling customer's disputes.
  • Stakeholder management : Coordinate with other departments to resolve customer's concerns.
  • Other task assigned by Manager.
Requirements
  • Minimum 1 year experience on Customer Experience or related fields
  • Good at communication
  • Good at managing customer experience
  • Problems solving ability
  • Multi-tasks and Flexibility
  • Team Player who are able to work as a team to deliver team's goal
 

How to Apply

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 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 to email address provided in the contact details.

Find more details of CX Agent (Short Term Assignment), and Customer Experience Agent – Ocean Import.

 

Contact Details

Contact Name
  •  Maersk (Cambodia) ltd.
 
Email
 
Website
 
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