Customer Care Specialist

The role of the customer care specialist is to take full responsibility for customer experience by managing the end-to-end shipment process in compliance with all company procedures and regulatory requirements.

MAIN RESPONSIBILITIES OF POSITION:

• Act as a primary point of contact for customers be the Customer advocate internally in Maersk Line.
• Be fully responsible for customer satisfaction, own, manage all customer facing activities.
• Build strong relationships with customers, gain an understanding for their business, service needs, drivers and desires and leverage this to engage in discussions about new business opportunities and competitor/market intelligence.
• Ensure that customers feel valued, listened to, and they have confidence in our ability to represent their interests.
• Be a role model for representing the voice of the customer throughout the organisation whilst protecting Maersk Line’s interests.
• Be proactive in decision making and provide clear answers to customers across all interactions.
• Follow up and demonstrate a proactive approach to problem solving and a responsiveness which demonstrates a commitment to getting to the root of the problem.
• Monitor agreed service levels, and identify root cause when targets are not met, advise management of potential service failures and / or trends
• Clarify the expectations and needs of customers and use these interactions as an opportunity to get feedback on our processes as compared with the other shipping lines they interact with.
• Actively work together with other functions to ensure the easiest and most pleasurable experience possible to our customers.
• Promptly keep customers informed about changes which will have an impact on them and answer any questions they may have in relation to these changes.
• Seek feedback on performance in order to learn from past experiences working together as a team to ensure all members reach their full potential.
• Take responsibility for understanding the wider business goals and seek to understand own role in achieving of them.
ACADEMIC AND PROFESSIONAL EXPERIENCE PROFILE:
Grade: Professional
• Course: Business Administration, International trade.

Experience: Customer Care, Sales Support, Logistics

• Area: International trade

LANGUAGES:
English - Intermediate or higher


SKILLS / ABILITIES:
Leadership, Time management, Team player, Work under pressure, Effective communication, Ownership, Sense of urgency

Personal Competencies
As a person you make an effort to understand and support customers and colleagues with issues and problems they may be faced with. You listen for the opinions of others and act in a diplomatic manner which enables you to relate and build constructive relationships. Customers and colleagues therefore see you as trusted partner whom they can rely on for advice and help. You deliberately seek to understand how to navigate within the organization and when faced with problems, you look beyond the obvious and work thoroughly to identify the most appropriate solution. You actively seek to understand and learn from your experiences and you are able to immediately apply the knowledge you have gained. The decisions you make are based on analysis and application of experience and you provide your partners and colleagues with the information they need in order to succeed. The communication style is therefore adapted every time in order to match the needs of the customer.