CX Consultant – Counter
Full time @Maersk Line posted 2 hours ago in Consultancy , in Customer Care Shortlist Email JobJob Detail
-
Experience 3 Years
-
Qualifications Degree Bachelor
Job Description
Job Purpose
The Customer Experience Agent 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.
Key Responsibilities
- Serve as the primary point of contact for customers requiring document release
- Assist walk-in customers with issue resolution and general inquiries
- Process manifest amendment requests
- Issue and amend Bills of Lading
- Handle telex release requests for exports
- Process documentation for cargo release (Delivery Orders)
- Maintain proper filing and safeguarding of all counter documents
- Manage change-of-agent requests
- Ensure compliance with company procedures and regulatory requirements
- Identify and support continuous improvement initiatives
- Train and onboard customers on digital platforms (e.g., ML.com)
- Route correspondence to relevant internal stakeholders
- Follow up on long-standing containers and unresolved cases
Key Deliverables
- Adherence to company policies, terms, and regulatory standards
- Effective risk assessment and management
- High-quality customer service with prompt responsiveness
- Clear and proactive communication with customers and stakeholders
- Continuous improvement in service delivery and business performance
- Achievement of individual performance objectives
Qualifications & Skills
Minimum Qualification:
- Undergraduate degree in Business or a related field
Core Competencies:
- Strong communication and presentation skills
- Customer-focused mindset with collaborative approach
- Effective stakeholder management
- Ability to prioritize and manage workload efficiently
- Commercial experience in sales or customer service preferred
- Industry knowledge (logistics/shipping) is an advantage
Desired Attributes
- Strategic and conceptual thinking
- Strong business acumen
- Results-driven and solution-oriented
- Analytical thinking and problem-solving skills
- High attention to detail
- Ability to build value-based relationships
- Emotional intelligence: patience, composure, and compassion
- Self-motivated with the ability to work independently
