Customer Experience Agent

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

What we offer

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, recognized and well rewarded. 

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

The role

As Customer Experience Agent you will:

• Manage and monitor the end-to-end shipment process.
• Coordinate with various stakeholders in shipment process handling.
• Orchestrator the overall flow of an end-to-end shipment.
• Provide a value add to the customers through effective business solutions by having good business knowledge / process understanding.
• Query Resolution with shippers/Customers/Sales Team/other stakeholders, timely resolution, and response to customers.
• Maintain a customer centric approach thereby helping to avoid occurrence of errors and take preventive measures to eliminate repetition of errors.
• Prepare and submit all documents in a timely and accurate manner and keep the internal/external stakeholders informed of the status.
• Responsible for cross sell/up sell, customer retention.
• Adhere to process and Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs) during daily operations.
• Respond to all enquiries in a timely and accurate manner & escalate difficulties.
• Work with the Commercial team to establish and strengthen customer relationships.
• Comply to specific customer SOP and monitor respective KPIs.
• Execute reports or other tasks assigned.

We are looking for

• Fluency in Croatian, Italian and English is a must.
• Experience in a customer facing role, ideally within the logistics industry.
• A good understanding of logistics and forwarding products, solutions and terminology.
• Proven track record as customer service agent, capable of driving (cross functional) process improvements and turning around dissatisfied customers’ experience.
• Proven track record in a matrix, multi-cultural organization, building strong relationships and networks both locally and internationally.
• Developed communication, persuasiveness, influencing and negotiation skills
• Has strong needs evolution and questioning skills
• Demonstrable ability to handle most common customer objections
• Self-Motivated and performance driven

Location

The positions is based in Croatia, Rijeka

We are offering a fixed term contract, 12 months.

If you have been reading so far, we are glad to see you are interested! If you could see yourself in this role and you are keen to join our journey to become the Global Integrator of Container Logistics, we are very much looking forward to your application.

Please write your CV and cover letter in English. As applications will be read continuously, do not wait with your application!

#Li-Hybrid #Li-GG1

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  accommodationrequests@maersk.com.