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Senior Customer Experience Consultant - Direct Transport, Liverpool
Client:
Maersk Location:
Liverpool, United Kingdom Job Category:
Customer Service EU work permit required:
Yes Job Reference:
0598c1ba8422 Job Views:
83 Posted:
22.01.2025 Expiry Date:
08.03.2025 Job Description:
This isn’t just about the part you play in our business, it’s about the change you can make in our world. At Maersk, we see global trade as a force for good, connecting communities, feeding and bringing wealth to the world. We move 20% of global container trade, and we exercise our leadership position responsibly. We strive ambitiously to make trade more open, inclusive and sustainable – for communities, customers and employees worldwide. With Maersk, you’ll be surprised at the difference we can make in the world together. We Offer We put you in the driver seat of your own career, and you will be trusted and empowered to take on new challenges. We offer you an exciting global career at the forefront of world trade. The many other highlights include the most modern talent development initiatives and competitive benefits. Industry-leading talent development initiatives and competitive benefits: our parental leave policy is recognized as one of the
best in the industry . Flexible Workplace Policy and working hours. Access to internal training opportunities. Excellent benefits to employees, including a competitive salary and pension scheme, health insurance + excellent bonus package. International experience working for the world's leader, in a dynamic, global industry. Work with colleagues and clients across the world. Key responsibilities Working with your own customer base, you will be their escalation point; owning their issues and engaging relevant stakeholders to facilitate timely and effective solutions. Acting as the Customer Experience primary contact for customers, you will actively build strong relationships and gain an understanding of their business, service needs and drivers. Showing pride and passion, customer satisfaction and loyalty will be maintained through effective handling of escalated situations and complaints across several communication channels. Responsible for the timely management of your customers’ inbound emails; directing queries to the right person the first time, handling escalated cases and identifying situations which need your early intervention. Ensure the smooth execution of the shipment life cycle through proactive reporting and end to end shipment monitoring. You will track shipments and notify customers of relevant deviations from the schedule, including potential solutions or alternatives. Delivering proactive customer service by keeping in regular contact with your customers by phone, regular service reviews and face to face meetings. You will reduce the need for service recovery by anticipating and solving problems before they happen. Where there is a risk to the customer experience, you will address and fix the root cause - constantly seeking ways to improve our service. You will use your relationship with your customer base to increase revenue, by growing our share of wallet and promoting added value services. Who we are looking for A strong customer service background, with proven success in your current role. You will have a passion for customer satisfaction and service excellence. With the ability to use rigorous logic and methods to solve difficult problems with effective solutions, you will be someone who can eliminate roadblocks and maintain focus. A flair for learning quickly when facing new problems, enjoys the challenge of unfamiliar tasks and is tech savvy. Motivated by achieving results, and accustomed to high performance KPIs. A strong commercial awareness; able to secure sales through service. An excellent communicator (on the phone, face to face, and written) who relates well to all kinds of people. The ability to build rapport and use diplomacy and tact to defuse high tension situations comfortably. Not rigid in approach; comfortable in a changing environment, flexible and open to new ways of working. You will have a high sense of responsibility; committed to continual personal development. Someone who genuinely cares about people, is concerned about their customers and is empathetic to the problems of others. Additional Information Applications will be reviewed continuously, so do not hesitate to submit your application promptly. Please submit your CV in English (Cover Letters/Certificates are not required). CVs provided in other languages will not be considered. Relocation and visa support are not provided for that position. Eligibility to work in the UK is mandatory. Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law.
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Client:
Maersk Location:
Liverpool, United Kingdom Job Category:
Customer Service EU work permit required:
Yes Job Reference:
0598c1ba8422 Job Views:
83 Posted:
22.01.2025 Expiry Date:
08.03.2025 Job Description:
This isn’t just about the part you play in our business, it’s about the change you can make in our world. At Maersk, we see global trade as a force for good, connecting communities, feeding and bringing wealth to the world. We move 20% of global container trade, and we exercise our leadership position responsibly. We strive ambitiously to make trade more open, inclusive and sustainable – for communities, customers and employees worldwide. With Maersk, you’ll be surprised at the difference we can make in the world together. We Offer We put you in the driver seat of your own career, and you will be trusted and empowered to take on new challenges. We offer you an exciting global career at the forefront of world trade. The many other highlights include the most modern talent development initiatives and competitive benefits. Industry-leading talent development initiatives and competitive benefits: our parental leave policy is recognized as one of the
best in the industry . Flexible Workplace Policy and working hours. Access to internal training opportunities. Excellent benefits to employees, including a competitive salary and pension scheme, health insurance + excellent bonus package. International experience working for the world's leader, in a dynamic, global industry. Work with colleagues and clients across the world. Key responsibilities Working with your own customer base, you will be their escalation point; owning their issues and engaging relevant stakeholders to facilitate timely and effective solutions. Acting as the Customer Experience primary contact for customers, you will actively build strong relationships and gain an understanding of their business, service needs and drivers. Showing pride and passion, customer satisfaction and loyalty will be maintained through effective handling of escalated situations and complaints across several communication channels. Responsible for the timely management of your customers’ inbound emails; directing queries to the right person the first time, handling escalated cases and identifying situations which need your early intervention. Ensure the smooth execution of the shipment life cycle through proactive reporting and end to end shipment monitoring. You will track shipments and notify customers of relevant deviations from the schedule, including potential solutions or alternatives. Delivering proactive customer service by keeping in regular contact with your customers by phone, regular service reviews and face to face meetings. You will reduce the need for service recovery by anticipating and solving problems before they happen. Where there is a risk to the customer experience, you will address and fix the root cause - constantly seeking ways to improve our service. You will use your relationship with your customer base to increase revenue, by growing our share of wallet and promoting added value services. Who we are looking for A strong customer service background, with proven success in your current role. You will have a passion for customer satisfaction and service excellence. With the ability to use rigorous logic and methods to solve difficult problems with effective solutions, you will be someone who can eliminate roadblocks and maintain focus. A flair for learning quickly when facing new problems, enjoys the challenge of unfamiliar tasks and is tech savvy. Motivated by achieving results, and accustomed to high performance KPIs. A strong commercial awareness; able to secure sales through service. An excellent communicator (on the phone, face to face, and written) who relates well to all kinds of people. The ability to build rapport and use diplomacy and tact to defuse high tension situations comfortably. Not rigid in approach; comfortable in a changing environment, flexible and open to new ways of working. You will have a high sense of responsibility; committed to continual personal development. Someone who genuinely cares about people, is concerned about their customers and is empathetic to the problems of others. Additional Information Applications will be reviewed continuously, so do not hesitate to submit your application promptly. Please submit your CV in English (Cover Letters/Certificates are not required). CVs provided in other languages will not be considered. Relocation and visa support are not provided for that position. Eligibility to work in the UK is mandatory. Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law.
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