An Exciting Opportunity for ...
The core purpose of this role is to provide consistent, high quality service to Customers, who value long term relationships and buy customized processes and solutions.
The Customer Experience Agent will engage directly with the Regional / Global Account and Program Managers for Large accounts & ensures a seamless 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.
This position also
o Holds the primary responsibility for customer retention and for identifying cross sell/up sells opportunities to customers.
o Is the prime point of contact for Customer Experience Agent as well as their first point for complaint resolution and claims handling?
Key Responsibilities
o To focus on the key Customer Experience Agent Drivers:
- Timely Delivery of Documents;
- Pro-Active communication;
- Exception Management;
- Support claim department on necessary documents;
o Fully understand all contracts and charge structures including surcharges, additional charges and accessorial charges to ensure Maersk a) delivers on its promises and b) takes every opportunity to upsell and receive value for all services provided.
o Support implementation lead on the implementation of new clients or innovative programs
o Ensure & monitor that bookings with vendors/shippers are executed on time
o Ensure that send quotations/ feedback timely to the customers
o Monitor responsiveness on query resolution with shippers/ Reginal Program Manager (RPM) Team/ Customers
o Responsible for cross sell/up sell, customer retention.
o Follow up on the Outstanding bookings & query resolution
o Monitor, record and report the performance with recommendations on:
- Service delivery wins
- Service failures
o Work with the RPM Team/ Sales team to establish and strengthen customer relationships
o Monitor on volume growth, CFS ratio, customers gross profit
o Help group members to pro-actively foresee the potential operational problem & voice out challenges with suggested solutions with pro-actively communication to all stakeholders
o Meet /conference call with the KCM/GDP/RPM/ Sale team members / customers to review performance/ KPI for the list of Customer Facing by monthly basis
Expectations from the Role
Build Strong Customer Relationships:
- Meet up with the KCM/GPD/RPM / Sales team members on a regular basis to review the list of Customer Facing on a Monthly basis.
- Set up a calling pattern with key customers & engage with them to build strong relationships
- Provide regular updates to Sales team on cross-sell/ up-sell opportunities
Stakeholder Management
- Act as a prime point of contact with customers, working closely with KCM/GPD/RPM, Sales team members 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 Facing 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 customer.
- 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