Maersk Lome, Togo
Nov 27, 2018Full Time
The role of the Counter Agent is to own/manage the customer experience in all interactions with customers and intermediaries that come to the Maersk counter. This primarily around release of documents and cargo. In all aspects of the position to identify and bring forward opportunities for improvement of the customer experience and Maersk processes. We offer An international, open and engaging working environment. Experience a truly value and team-based leadership The chance to work alongside a dynamic and motivated team of Customer Service A role with plenty of room to create your own impact. The opportunity to manage a portfolio of customers with responsibility for the end-to-end shipping process, from quoting to delivery of the cargo at destination. Key responsibilities - Print and release invoices to customers as per set procedures - At origin (export side): Print and release transport documents (Negotiable bill of lading/Waybill/Receipt for shipment/Certificates) basis customers request on a timely manner, - At destination (import side): Print and release documents (Negotiable bill of lading/Waybill/Receipt for shipment/Delivery orders/Release orders/Arrival notices). - Timely escalate all unresolvable issues to the Team leader/manager for quick resolution, - Spot the recurring issues and share with team for RCA and addressing, - Share Voice of customer and processes based om daily interactions, - Participate and Contribute to analyses, meetings, etc. - Implement all agreed improvement actions to improve the customer experience, - Owns the following on the customer journey: Bookings, Documentation, Cargo release, Invoicing, Issue Resolution and Disputes. - Provides support on the followings: Equipment Positioning and gate-in , Arrive as expected, Collection We are looking for Bachelor degree Previous experience in Customer Service or Customer facing role will be an advantage Good communication skills Problem solving skills with focus customer satisfaction and attention to details Self-motivated Team player Good organizational skills with understanding of prioritization Previous experience in interaction with Customs will be a plus Proficiency in English will be a plus Knowledge of Microsoft Office - Word, Excel, PowerPoint.