The Customer Experience Agent (CX Consultant - Counter) is responsible for managing and enhancing the customer experience during all in-person interactions at the Maersk counter. This role focuses on handling documentation, cargo release processes, and customer inquiries while identifying opportunities to improve service delivery and operational efficiency. The agent ensures that walk-in customers receive efficient and professional service, contributing to the overall business success and customer satisfaction.
Key Responsibilities
Customer Interaction: Serve as the primary point of contact for customers requiring document release and assist walk-in customers with issue resolution and general inquiries.
Documentation Management: Issue and amend Bills of Lading, handle telex release requests for exports, and process manifest amendment requests.
Cargo Release: Process documentation for cargo release (Delivery Orders) and manage change-of-agent requests.
Filing & Compliance: Maintain proper filing and safeguarding of all counter documents and ensure compliance with company procedures and regulatory requirements.
Continuous Improvement: Identify and support continuous improvement initiatives to enhance service delivery.
Digital Adoption: Train and onboard customers on Maersk digital platforms (e.g., ML.com) to improve operational efficiency.
Internal Coordination: Route correspondence to relevant internal stakeholders and follow up on long-standing containers and unresolved cases.
Key Deliverables
Adherence to company policies, terms, and regulatory standards.
Effective risk assessment and management within the counter operations.
Provision of high-quality customer service with prompt responsiveness.
Clear and proactive communication with customers and stakeholders.
Achievement of individual performance objectives.
Qualifications and Experience
Education: An undergraduate degree in Business or a related field.
Experience: Commercial experience in sales or customer service is preferred. Industry knowledge in logistics or shipping is considered a significant advantage.
Core Competencies: Strong communication and presentation skills, customer-focused mindset, and effective stakeholder management.
Attributes: Strategic thinking, strong business acumen, results-driven, analytical problem-solving skills, high attention to detail, and emotional intelligence (patience and composure).
How to Apply
Interested and qualified candidates are encouraged to apply online through the Maersk career portal. Please follow the link below to submit your application:
Interested and qualified candidates should apply online via the Maersk Line recruitment page. Use the following link to access the application portal: https://www.myjobmag.co.ke/apply-now/1220475. Alternatively, you can apply directly via the company website at www.maersk.com.
