Customer Experience Agent
Position Summary Expectations - Duties, Responsibilities
Appetizer
The SCM Customer Service Associate engages directly with the Regional / Global Account and Program Managers for Large accounts & ensures a seamless customer service delivery to their clients.
This role further works closely with the programme and implementation managers (who move the cargo and provide reporting), to optimize profitability of their customers.
- The primary responsibility for driving consistent customer experience,
- Exceptional handling as Frontline Customer Service/Customer experience
- Key Responsibilities:
- Understand customer SOP/IOP and deliver as per customer expectation.
- Develop and maintain effective relationships with customers, key stakeholders.
- Vendors/shippers management
- Responsible for creating value to customers and provide Maersk integrated solution when there is opportunity.
- Identify and propose customer experience improvements and service deliverables.
- Be ownership to customer experience provision and continuous improvement or innovation.
- Work with Team, team Manager and Client Program Manager to establish and strengthen customer relationships.
- Monitor responsiveness on query resolution with Customers / shippers / Client Program Managers.
- Work with direct manager and peers to pro-actively foresee the potential operational problem & voice out challenges with suggested solutions with pro-actively communication to all stakeholders.
- Regularly meet / conference call with customers, shippers, and key stakeholders to review customer experience improvement.
- Support implementations of new clients or innovative programs when needed.
- Expectations from the Role -
- Build Strong Customer Relationships:
- Meet up with the Key Account Managers (KCM) / Commercial team members / program managers on a regular basis to review customer service for the list of SCM Customers on a Monthly basis.
- Set up a calling pattern with key customers & engage with them to build strong relationships.
- Provide regular updates to commercial team on cross-sell/ up-sell opportunities.
- Stakeholder Management:
- Act as a prime point of contact with customers, working closely with Key Account Managers, Commercial team and overseas offices to deliver seamless customer experience.
- Help group members to pro-actively foresee the potential operational problem & voice out challenges with suggested solutions.
- People Development:
- Regularly arrange Personal Development Plan talk with Customer Service team leader.
- Develops & maintains a customer service mindset in the team & join team for motivated to go the extra mile.
- Information Management:
- Customer Advisory System – maintain an up to date knowledge of market conditions affecting service, including congestion, surcharges, strikes, border closures, natural disasters, etc. and to oversee the creation and issue of customer advisory notices to Commercial Offices and to customers.
- Customer Pricing Database – quotation database, maintenance of local charges / tariff, and credit and pricing approval.
- Claims Register – ensure claims are received, acknowledged, and handled in accordance with Maersk Policy.
- Customer Master Data – in line with Maersk policy and procedure.
- Contract Register & Records - signed original contract copies and Master “Rate Card” file..
- Customer Authority Matrix and Escalation / Dispute Resolution process.
- SOPs for client specific requirements including invoicing, claims handling, dispute escalation / resolution, and exceptions.
- Customer KPI reporting in accordance with contract requirements.
- Visual Management Board monitoring
- Operational Efficiency & Customer Service Experience
- Bachelor’s degree level education in Business or other relevant discipline with at least 1 years’ work experience after graduation, in parallel with education or between degrees.
- Alignment with our values.
- Track record of success in a high paced environment.
- Ambition and drive to excel together with others.
- An international mind-set and inclusive behaviour.
- Ardent desire to pursue a long-term career in transport and logistics.
- International mobility and willingness to travel.
- An excellent command of spoken and written English.
- Relationship Management
- Customer-facing and interaction skills with high-level of customer orientation
- Ability to work and thrive in a flexible matrix organization with focus on networking & active collaboration
- Ability to make presentations to stakeholders and communicate effectively in a diverse multicultural environment
- Good influencing skills
- Passion for Customer Service
- Conveys a sense of urgency and drives issues to closure, persists despite obstacles and opposition.
- Well-organized when working under pressure
- Proactive and exhibits excellent problem-solving capabilities
- Core Competencies:
- People oriented that always take care about people who generate the result to company
- Process and result oriented mind-set
- Excellent communication skills with proactive mind-set
- Well collaboration with stakeholders
- Positive mind-set and friendly people
- Customer oriented
Lifestyle Customer Experience Team Leader
Position Summary Expectations - Duties, Responsibilities
Business Unit Maersk Cambodia
Appetizer
The core purpose of this role is to deliver a customer satisfaction’s solution, continuously identifying both operational and financial process improvements in order to meet or exceed Key Customer Experience Index (KCXI) and Customer Satisfaction and Loyalty Survey (CSLS).
This role further engages closely with team members and key stakeholders to optimize profitability of their customers and increase on Employee Engagement Survey (EES).
This position also
- Holds the primary responsibility for customer retention and for identifying upsells opportunities to customers.
- The first point of escalation on complaint resolution and claims handling
- Deliver to result as per Customer Experience Manager’s tasks assigned
- Strategy
- Create customer loyalty
- Continuously driving productivity improvements in the end-to-end process
- Improve profitability by continuously driving costs out of the customer services activity and maximising income opportunities
- Seek for upselling opportunity
- Monitor on volume growth and CFS ratio
- Customer Focus
- Ensure that solutions are clearly defined within the customer’s SOP and understood by the team members with up to date IOP
- Ensure that client SOP remain updated and consult with the client program manager (CPM) adjust them to improve the process.
- Identify any scope creep and advise both the Customer Experience Manager and the CPM in order to addressed with customers
- Ensure that client KPI’s are achieved as per target
- Where appropriate utilise individual customer KPI’s to ensure that the highest levels of customer excellence are achieved throughout the Multi-Carriers Customer Facing Team
- Assist CPM by identifying and implementing business development opportunities
- Identify and propose customer experience improvements and service deliverables
- Own the customer experience provision and continually improve its delivery
- Develop and maintain effective relationships with customers, key stakeholders
- Proactively assist with customer’s implementations
- Meet /conference call with the key client manager (KCM)/ client program director (CPD)/ sale team members / customers to review performance/ KPI as monthly basis
- Team Leadership
- Engage with team member based on the Maximizing Performance, Alignment & Career Growth of our Talent (MPACT) program.
- Create appropriate personal development plans for reports addressing any training requirements
- Drive best practice sharing within the team and cross team.
- Ensure that reports are aware that it is part of their responsibilities to bring forward customer improvement suggestions and actively drive this process during team reviews
- Drive a constant review of work processes implementing improvements and outsourcing relevant activities to the GSC
- Regularly have the coaching and feedback
- Visual Management Board monitoring
- Financial Control
- Drive financial accountability within the team (RTP/OTC to be accurate and on time, queries resolved within agreed deadline, supplier queries to be resolved etc.)
- Record unrecoverable costs (waived charges) properly and timely based on approval authority matrix.
- Propose process changes to remove unrecoverable costs (waived charges)
- Develop and maintain effective relationships with key stakeholder
- Resource Planning
- Prepare for backup system and manage workloads between team.
- Identify additional team capacity and discuss with Customer Experience Manager to assist in departmental workload management
- Values
- Drive the Company values within the teams and act as a role model in their application
- Other responsibilities
- Assist the Customer Experience Manager with process reviews
- Drive effective process or systems implementations or project
- Ad hoc projects/tasks as agreed with the Customer Experience Manager
- Travel to the extent required
- Meet customers/visitors as agreed with the Customer Experience Manager
- Expectations from the Role:
- Individual customer KPI’s are achieved as Target
- Achieved Key Customer Experience Index (KCXI) and Customer Satisfaction and Loyalty Survey (CSLS) as per agreed target
- Build up rapport with clients and key stakeholders
- Encourage team member or individual for upselling opportunity
- Productivity improvements are achieved within the agreed target
- Service delivery costs are reduced within the agreed target
- All reports to have completed the required systems training
- Complete appraisals for all reports by the required deadline
- Personal development plans for reports to be reviewed and agreed with Customer Experience Manager
- Adequate resources are planned to be available to maintain our customers experience during leave & holiday periods
- Consistent application of values in the work environment
- Deliver Ad Hoc reports or assign within agreed deadlines
- Operational Efficiency & Customer Service Experience
- Bachelor’s degree level education in Business or other relevant discipline with a maximum of 3 years’ work experience after graduation, in parallel with education or between degrees.
- Experience in leadership for 2 years.
- Alignment with our values.
- Track record of success in a high paced environment.
- Ambition and drive to excel together with others.
- An international mind-set and inclusive behaviour.
- Ardent desire to pursue a long-term career in transport and logistics.
- International mobility and willingness to travel.
- An excellent command of spoken and written English. (Chines is plus)
- Good at Microsoft office (Excel, Word, PowerPoint) usage
- Relationship Management
- Customer-facing and interaction skills with high-level of customer orientation
- Ability to work and thrive in a flexible matrix organization with focus on networking & active collaboration
- Ability to make presentations to stakeholders and communicate effectively in a diverse multicultural environment
- Good influencing skills
- Stakeholder management
- Passion for Customer Service
- Conveys a sense of urgency and drives issues to closure, persists despite obstacles and opposition.
- Well-organized when working under pressure
- Proactive and exhibits excellent problem-solving capabilities
- Core Competencies:
- People oriented that always take care about people who generate the result to company
- Process and result oriented mind-set
- Excellent communication skills with proactive mind-set
- Well collaboration with stakeholders
- Positive mind-set and friendly people
- Customer oriented
