Recrutement de 01 Customer Experience Agent

Recrutement de 01 Customer Experience Agent
Niveau d'études: Non précisé
Expérience: 1 an
Expire le: 12-12-2022

Maersk Line
Tunis, Tunisie
Transports et logistique
Customer Experience Agent

Full time
TN - Tunis

Opportunité
At Maersk we have a vision that’s larger than the ocean: to be a true integrator of container logistics connecting and simplifying our customers’ supply chain through global end-to-end solutions. We count on our people to make it happen. As part of A.P. Moller Maersk, our employees can build careers on a set of strong values. Sealand Maersk Europe & Med serves the intra-European feeder and short sea market with presence in 60 countries in Europe and North Africa. We create a unique culture by empowering employees. We are trusted to make decisions and take initiatives and by combining international vision with genuine local knowledge

Our team in Maghreb and in Tunisia is growing and we are hiring Digital Customer Experience Agents, to take full responsibility for customer experience by managing and monitoring the end-to-end shipment process in addition to an upselling/ selling mindset with a never-ending eagerness to give more to our customers.

Key responsibilities
- Builds strong relationships with customers to gain an understanding of their business, deliver excellent customer service.

- Have the ability to handle a customer portfolio and do the needed follow-up (overall business customer business knowledge including financial situation follow up).

- Execute all assigned tasks with efficiently and with responsibility and open mindset for changes and adjustments.

- Teamwork and Team mindset.

- Be proactive in responding to daily emails & calls (external/ internal).

- Cater to a great number of customers daily in a professional and smooth manner

- Handle ocean shipment and logistic coordination while processing all needed work

- Delivers a positive customer experience for all customers and ensures a smooth execution of the end to end shipment lifecycle by working closely with the customer and internal teams

- Have an upselling mindset and ensures all products and services are sold to the customer to maximize profitability, Responsible for cross sell/up sell, customer retention.

- Builds strong relationships with all stakeholders including offshore GSC teams. One Maersk mindset.

- Always ready for new challenges and changes.

- Support the digitization agenda by positively influencing customers’ uptake of new e-features

- Is fully responsible for customer satisfaction and has experience with customer interaction

-Drive continuous improvement to satisfy customers and improve loyalty Proactively involve in project rollout and actively seeking out continuously improvement opportunities

- Handles incoming customer services queries, issues, and exception management

- Always behave in a manner consistent with and loyal to the A.P. Moller – Maersk values

- Provide a value add to the customers through effective business solutions by having good business knowledge / process understanding.

- Query Resolution with shippers/Customers/Key Account Managers/other stakeholders in a timely manner.

- Prepare and submit all documents in a timely and accurate manner and keep the internal/external stakeholders informed of the status.

- Adhere to process and procedures during daily operation.

Who we need? Who are we looking for?
- At least, 1-3 years of experience in logistics, transport, or supply chain sectors.

- Have previous customer experience from a customer-facing role, with background in logistics and supply chain.

- Fluent in spoken and written Arabic, French and English.

- Have a university Degree in a business, Logistics related field

- Energetic attitude and positive mindset and team oriented.

-Team player who is goal-orientated and demonstrates a high level of commitment with the ability to work under minimal supervision

- Like spotting ways to optimize existing processes.

-Drive and enthusiasm coupled with strong interpersonal skills.

- Communication and negotiation skills.

- Confident in decision making

-Ability to work under pressure • Customer centric and oriented no matter the situation

- Ability to work and perform in a complex configuration and high adaptability mindset always ready and open for changes.

- Good understanding of operational processes.

What's in it for you? What will you find?
Global opportunities. When you join Sealand Maersk Europe & Med ; you will find that the world is your workplace. You will work in a culturally diverse, stimulating environment, surrounded by new ideas. It means that you will be challenged in a fast paced and result driven environment, getting new experiences, be part of a winning team, have fun at work while striving to meet and exceed customer expectations with a high team spirit You will be reporting directly to the Customer Service Manager of Sealand Algeria In this position you will have the opportunity to acquire skills and knowledge in the following areas:

- Be part of the world’s largest container shipping company.

- A challenging business environment, characterized by high pace and diversity.

• Exposure to multinational environment/culture.

• Room for growth and development.

• Enhancing personal skills.

• Soft skills such as turning complaints into opportunities, handling difficult customers, and managing customers' expectations.

• Teamwork, cross-functional management, & cross-cultural management

We offer
- The opportunity to contribute to the growth and success of SeaLand Maersk, and Maersk Groupe the biggest player in the global market.

- Gain industry knowledge, international working experience, better communication skills and techniques relevant to customer service.

- This is a dynamic position, operating in both a domestic and international environment.

- Enjoy a Flex work environment.

Informations supplémentaires
Ref. R49139

A.P. Moller - Maersk is an integrated container logistics company working to connect and simplify its customer's supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 70,000 people. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere - all over the world.