We are recruiting to fill the below position:
Position: Customer Care Agent
Ref: 65940
Reports to: Assistant Customer Service Manager, Port Harcourt
Department: Customer Service
Location: Port Harcourt
Job Purpose:
- This position has been modelled as part of our aggressive drive toward differentiated, proactive and exceptional customer service. The individual will be required to exercise top-notch relational skills alongside analytical capabilities and job knowledge in the execution of his/ her tasks. In addition he / she will be expected to be versatile and a self developer.
- This role will also add great leverage to the promotion and sustenance of our transition to online transactions (e-commerce), proactive exceptions management and timely resolution of issues with customers' shipments.
- The individual will be expected to demonstrate high standards of customer-centricity, excellent problem solving skills and ability to learn fast in a challenging business environment.
- For this role, prior experience of Maersk Line Customer Service Systems is good but it is not a core requirement. Proven track record of strong performance and experience as a customer service agent/representative is an added advantage.
The executive will primarily be responsible for below activities:
- Take primary ownership for the experience of walk-in customers to ensure customers feel cared for, pleased and have a sense of trust in the Maersk Line and Safmarine brands after each interaction.
- Attend to walk-in customers enquiries in a timely and efficient manner.
- Follow up on promises and commitments made to Customers across different channels of interaction.
- Work closely but remotely with a data quality team to ensure Customer shipments are proactively monitored during transit and all issues resolved well ahead of final discharge.
- Ensure necessary information on shipment exceptions are passed to customers in a timely manner through suitable channels.
- Assist with campaigns and awareness drives to Customers on changes to processes and procedures that affect their transactions with Maersk Line and Safmarine
- Ensure Customer issues are resolved within agreed service levels
- Supports the Sales team to ensure customer retention and full delivery of the service and product sold.
- Collaborate with Finance team to ensure invoice and payment timeliness and accuracy.
- Avoidance of unjustified cost initiated within and outside your functional scope
- Actively involved in performance evaluation of self and team with the aim of exceeding set target.
The ideal candidate for this role should:
- Possess a strong set of interpersonal skills
- Minimum two years experience in shipping related customer service or sales role.
- Be a team player while taking responsibility for own performance
- Possess capabilities to make sound decisions with minimal information
- Be passionate about delivering superior customer experience deliberately and consistently
- Be skilled in delivering consistent and superior service quality across multiple channels of interaction.
- Proficient use i.e. above average skill in the use of Microsoft excel, word and power point
- Ability to train or coach colleagues in the proficient use of Microsoft excel, word and power point.
- Possess interaction skills (ability to communicate effectively and manage relationship with Customers)
- Possess presentation skills (able to highlight challenges and possibilities to stakeholders proactively)
- Possess people skills (using relationships for improvements)
- Innovativeness (Ability to proffer solutions to Customers issues with minimal escalation).
- Keep an open and constructive attitude and internal communication on improving work procedures, work environment and efficiency.
- Constructively challenge the status quo and raise the bar of service quality.
- Actively support Maersk Line and Safmarine vision to make ease of business a competitive advantage.
- Espouse the following values and functions
- Always exhibit a customer friendly attitude
- Deliver challenges not problems
- Establish own unique contributions
- Establish and monitor quality standards
- Be innovative
- Produce beneficial changes
- Motivate self and others
- Continuous improvement
- Opportunities to make Customers feel Trust, Cared For and Pleased.
- Opportunities to translate the analysis of daily business transactions to initiatives for continuous improvement.
- Opportunities to understand and impact Customer value chains
- Opportunities for increased career marketability subject to performance on the job.
- Opportunity to improve knowledge of the shipping industry
- Exposure to commercial decision making
- Opportunities to register improvements
24th of October 2012.
How To Apply
Interested candates should:
Click here to apply onlinehttp://www.maersk.com/Career/http://www.maersk.com/Career/Vacancies/Pages/Apply.aspx?vacancyid=65940&language=en
