Job Purpose<\/p>\n
The Customer Experience Agent is responsible for managing and enhancing the customer experience during all in-person interactions at the Maersk counter. This role focuses on handling documentation, cargo release processes, and customer inquiries while identifying opportunities to improve service delivery and operational efficiency.<\/p>\n
Key Responsibilities<\/p>\n
\tServe as the primary point of contact for customers requiring document release
\n\tAssist walk-in customers with issue resolution and general inquiries
\n\tProcess manifest amendment requests
\n\tIssue and amend Bills of Lading
\n\tHandle telex release requests for exports
\n\tProcess documentation for cargo release (Delivery Orders)
\n\tMaintain proper filing and safeguarding of all counter documents
\n\tManage change-of-agent requests
\n\tEnsure compliance with company procedures and regulatory requirements
\n\tIdentify and support continuous improvement initiatives
\n\tTrain and onboard customers on digital platforms (e.g., ML.com)
\n\tRoute correspondence to relevant internal stakeholders
\n\tFollow up on long-standing containers and unresolved cases<\/p>\n
Key Deliverables<\/p>\n
\tAdherence to company policies, terms, and regulatory standards
\n\tEffective risk assessment and management
\n\tHigh-quality customer service with prompt responsiveness
\n\tClear and proactive communication with customers and stakeholders
\n\tContinuous improvement in service delivery and business performance
\n\tAchievement of individual performance objectives<\/p>\n
Qualifications & Skills<\/p>\n
Minimum Qualification:<\/p>\n
\tUndergraduate degree in Business or a related field<\/p>\n
Core Competencies:<\/p>\n
\tStrong communication and presentation skills
\n\tCustomer-focused mindset with collaborative approach
\n\tEffective stakeholder management
\n\tAbility to prioritize and manage workload efficiently
\n\tCommercial experience in sales or customer service preferred
\n\tIndustry knowledge (logistics\/shipping) is an advantage<\/p>\n
Desired Attributes<\/p>\n
\tStrategic and conceptual thinking
\n\tStrong business acumen
\n\tResults-driven and solution-oriented
\n\tAnalytical thinking and problem-solving skills
\n\tHigh attention to detail
\n\tAbility to build value-based relationships
\n\tEmotional intelligence: patience, composure, and compassion
\n\tSelf-motivated with the ability to work independently<\/p>\n
go to method of application \u00bb<\/p>\n
Use the link(s) below to apply on company website. \u00a0<\/p>\n
Apply Through:<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"Maersk Line","_company_website":"http:\/\/www.maerskline.com","_company_tagline":"Maersk Line is the world\u2019s largest container shipping company, known for reliable, flexible and eco-efficient services. We operate 610 container vessels and provide ocean transportation in all parts of the world. But not only do we power some of the world\u2019s largest ships - we also propel the gro... read morewth ambitions of businesses and individuals all over our planet. Every day our 7,000 seafarers and 25,000 land-based employees at 374 offices share their expertise with our customers around the world to optimize their supply chains, maximize their distribution networks and most of all realize their business potential. We are devoted to creating simple and reliable solutions for our partners, continuously lifting industry standards and enabling global trade in the most sustainable manner possible. What we do is more than shipping. We deliver promises. Promises from customers and businesses all over the world","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[692],"job-categories":[693,727,717,1356],"job-types":[687],"class_list":{"0":"post-95550","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-nairobi","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings\/95550","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=95550"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job_listing_region?post=95550"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-categories?post=95550"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-types?post=95550"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}