Full time

CI – Abidjan

Opportunity

We have a vision larger than the ocean: to be a true integrator of container logistics connecting and simplifying our customers’ supply chain. We count on our people to make it happen.

A.P Maersk Ivory Coast is looking for an enthusiastic “Customer Experience Agent Consultant” to join ICX team In Abidjan and to take full responsibility for customer experience by managing and monitoring the end-to-end shipment process.

The position holder will be in charge of building a strong relationships with customers to gain an understanding of their business, and of delivering an excellent customer service.

We offer

You will gain industry knowledge, international working experience, better communication skills and techniques relevant to customer service.

This is a dynamic position, operating in both a domestic and international environment.

A culture valuing and driving collaboration, personal development, and open dialogues.

Soft skills such as turning complaints into opportunities, handling difficult customers, and managing customers’ expectations.

Enhancing personal skills.

Room for growth and development.

Key responsibilities:

Owns and manages the customer experience: Has responsibility for end-to-end customer experience within the assigned scope, in compliance with relevant company procedures and agreements with customers.

Manages end-to-end shipment processes in compliance with relevant company procedures.

Owns all customer issues and facilitates their timely and effective resolution by engaging relevant internal stakeholders.

Executes independently with limited guidance and is capable of supervising others as relevant.

Handles inbound customer queries and cases in a timely and professional manner, owning issues through to resolution.

Identifying customers’ needs & clarify information.

Identifies the root cause when issues arise and advise management of potential service failures and/or trends.

Online and face-to-face interactions with customers.

Provide product and service information to customers.

Seize opportunities to up-sell products when they arise.

Act as a primary point of contact for customers. and communicate proactively to keep customers informed of any issues.

Ensure smooth execution of the whole shipment life-cycle, by working closely with customers and internal stakeholders.

Engage in constructive issue resolution. This includes dealing with escalations and complaints.

Constantly look for ways to improve work processes by understanding and being familiar with local KPIs and act in line with set targets.

Thinking out of the box and with focus on providing solutions.

Actively work together with colleagues within and beyond functions and locations.

We Are Looking For:

2 years of experience in Customer Service and Logistics.

Good level of MS Package.

Fluent in English and French (written and oral).

Strong phone and verbal communication skills along with active listening

Customer focus and adaptability to different personality types

Strong interpersonal and communication skills.

Passion for Customer Service.

Pro-active person with a service-oriented mindset.

Dedicated, Decisive and result orientated with a can-do attitude.

Likes to get it right the first time and can look ahead to avoid issues from happening.

Able to work under pressure and to multitask.

Well organized, efficient, and effective.

An excellent team Player.

Good moral compass and ability to work by the Company’s values.

Excellent Written and Verbal skills with people at all levels across the organization in English.

Ability to handle stressful situation appropriately.

Knowledge of customer service practices and principles.

Good Knowledge of Supply chain is an advantage.

Our recruitment process:

Please apply before the 30 of October 2023.

If your profile matches job requirements, our recruiter will get in touch to share more about the role and get to know you better.

If successful, you will discuss the role with the Line Manager and his team.

Additional info

Ref. R80577

A.P. Moller – Maersk is an integrated container logistics company working to connect and simplify its customer’s supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 70,000 people. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere – all over the world.