Job Description – Customer Experience Agent
In this role you will be challenged to own and manage the full customer experience. This includes proactively monitoring and managing the end-to-end shipment cycle in compliance with company procedures to ensure that the cargo is transported as per the transport plan promised to the customer.

We Offer
You will gain industry knowledge, international experience, strong communication skills and techniques relevant to customer experience. This will equip you with the competencies required for customer-facing roles, deepen your potential and broaden your career development as well as contribute to your team’s and organization's success.

Key Responsibilities - You will be expected to:
• Own customer issues and engage relevant stakeholders as required to facilitate timely and effective solutions
• Work with our extended Customer Experience team (based in South Africa) to ensure the smooth execution of the end-to-end shipment lifecycle and high-quality service levels for our customer
• Through proactive and effective teamwork,



you will reduce the need for service recovery by anticipating and solving problems before they happen
• Deliver proactive customer service by tracking shipments and notifying customers of relevant deviations from the schedule, including potential solutions or alternatives
• Where there is a risk to the customer experience, you will address the root cause - constantly seeking ways to improve our service.
• Act as a primary contact for customers with the end goal to build strong relationships and gain an understanding of their business, service needs and drivers
• Use your relationship building skills and fantastic customer service to increase revenue, by growing our customers’ business and promoting added value services

Who we are looking for - A candidate with the following attributes:
• Having good voice experience and ability to handle back-to-back inbound calls, emails & chat throughout a day/week/mont

📌 Process expert/Sr. Process Expert/Specialist (Pune)
🏢 A.P. Moller - Maersk
📍 Pune