Customer Experience Agent

About This Role

This role is for a Customer Experience Agent who will manage shipment processes for import and export, ensuring smooth execution and customer satisfaction. The agent will build strong relationships with customers, understand their business needs, and proactively provide support and solutions. It suits someone who enjoys interacting with a diverse range of people, from customers to suppliers and colleagues globally.

Responsibilities

• Take full responsibility for customers' experience by managing shipment processes in compliance with company procedures and regulatory requirements for both Import and Export, ensuring its smooth execution
• Be fully responsible for customers' satisfaction, building strong relationships with them, and understanding their business, service needs, drivers, and desires with a constant focus on driving new business opportunities
• Deliver proactive customer support, tracking shipments and notifying customers about any deviations from the original transport plan, recommending potential solutions or alternatives
• Understand a KPI-oriented environment, meeting/exceeding local targets including up-selling end-to-end products, identifying areas of improvement

Requirements

• Fluency in English and Italian is a must
• Experience in a customer-facing role, ideally within the logistics industry
• Developed communication, persuasiveness, influencing and negotiation skills
• Strong needs evolution and questioning skills
• Demonstrable ability to handle most common customer objections

Application Process

• Recruiter will get in touch to share more about the role and get to know you better if your profile matches the job requirements
• Discuss the role in detail with the Line Manager
• Receive feedback

About the Company

Maersk is committed to improving life for all by integrating the world through its logistics services, from road transport to global shipping at the biggest ports.