Job Description – Customer Experience Agent
In this role you will be challenged to own and manage the full customer experience. This includes proactively monitoring and managing the end-to-end shipment cycle in compliance with company procedures to ensure that the cargo is transported as per the transport plan promised to the customer.
We Offer
You will gain industry knowledge, international experience, strong communication skills and techniques relevant to customer experience. This will equip you with the competencies required for customer-facing roles, deepen your potential and broaden your career development as well as contribute to your team’s and organization's success.
Key Responsibilities - You will be expected to:
• Own customer issues and engage relevant stakeholders as required to facilitate timely and effective solutions
• Work with our extended Customer Experience team (based in South Africa) to ensure the smooth execution of the end-to-end shipment lifecycle and high-quality service levels for our customer
• Through proactive and efficient teamwork, you will reduce the need for service recovery by anticipating and solving problems before they happen
• Deliver proactive customer service by tracking shipments and notifying customers of relevant deviations from the schedule, including potential solutions or alternatives
• Where there is a risk to the customer experience, you will address the root cause - constantly seeking ways to improve our service.
• Act as a primary contact for customers with the end goal to build strong relationships and gain an understanding of their business, service needs and drivers
• Use your relationship building skills and fantastic customer service to increase revenue, by growing our customers’ business and promoting added value services
Who we are looking for - A candidate with the following attributes:
- Having good voice experience and ability to handle back-to-back inbound calls, emails & chat throughout a day/week/month with emails from owned/area customers/accounts
- A strong customer service background, with proven success in a similar role
- Passion for customer satisfaction and service excellence
- Shipping experience is essential
- Ability to use rigorous logic and methods to solve difficult problems with effective solutions to 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 comfortable with managing multiple systems
- Motivated by achieving results, and accustomed to high performance KPIs
- Strong commercial awareness and good sense of communication
- The ability to build rapport and use diplomacy and tact to defuse high tension situations comfortably through a flexible approach/attitude
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. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.
We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing [email protected].
Skills Required
- Good voice experience and ability to handle back-to-back inbound calls, emails, and chats
- Strong customer service background with proven success in a similar role
- Shipping experience
- Ability to use rigorous logic and methods to solve difficult problems and eliminate roadblocks
- Ability to learn quickly, manage unfamiliar tasks, and work with multiple systems
- Experience working toward results and high-performance KPIs
- Strong commercial awareness and communication skills
- Ability to build rapport and use diplomacy and tact in high-tension situations
A.P. Moller - Maersk Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about A.P. Moller - Maersk and has not been reviewed or approved by A.P. Moller - Maersk.
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Healthcare Strength — Company materials and job postings consistently highlight comprehensive medical, dental, and vision coverage, with U.S. transparency-in-coverage links indicating established group plans. These benefits are framed as part of a global rewards approach that aims for a consistent experience across markets.
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Retirement Support — U.S. roles commonly include a 401(k) with company match, reflected across multiple current postings. Disclosures also describe retirement savings as a core element of the company’s global benefits framework.
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Parental & Family Support — A global minimum of 18 weeks of fully paid maternity leave signals a strong baseline for family benefits. Guidance encourages candidates to clarify local parental provisions, reflecting structured policy with country-specific application.
A.P. Moller - Maersk Insights
What We Do
A.P. Moller - Maersk is an integrated transport and logistics company; going all the way, together, for our customers and society. ALL THE WAY is our commitment to connect the world so that everyone has both the possibility and the ability to trade, grow and thrive. The company employs roughly 110.000 employees across operations in 130 countries.
