Customer Experience Agent

Maersk Group; Dubai; On-site; AED 180,000 - 300,000; Full time

Job summary

Maersk is seeking a Customer Experience Consultant in the UAE, Dubai to deliver exceptional service for designated enterprise accounts. You will onboard customers, coordinate requirements, and translate them into effective SOPs and service solutions across geographies.

You will act as the primary contact, drive operational excellence, support upselling opportunities, and promote digital self-service tools to enhance customer outcomes and retention.

Qualifications

• Experience in customer service or logistics or a related field.
• Strong customer focus with a commitment to service excellence.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent communication and collaboration with internal and external stakeholders.

Responsibilities

• Onboard new customers onto Maersk standard processes and digital platforms.
• Serve as the primary point of contact for designated customers with timely updates.
• Coordinate customer requirements with stakeholders and translate into SOPs and service solutions.
• Execute transactional and operational activities per customer SOPs and IOPs.
• Orchestrate end-to-end shipment cycles across functions and geographies.
• Collaborate with the Global CX Consultant network to ensure consistency.
• Manage routine operational exceptions and drive resolution via Maersk network.
• Identify opportunities to improve processes and customer experience.
• Spot opportunities for upselling and cross-selling Maersk products.
• Support contract fulfilment through regular customer check-ins with Sales and Product teams.
• Promote adoption of digital and self-service solutions to improve outcomes.

Skills

Customer service

Logistics

Stakeholder management

Communication

Problem solving

Job description

The Customer Experience Consultant is responsible for delivering an exceptional customer experience for designated Key Client KC Enterprise Client EC and or Strategic Client SC accounts Acting as the primary point of contact the role ensures seamless execution of customer requirements drives operational excellence and supports customer growth through close collaboration with internal and external stakeholders

Key Responsibilities

Onboard new customers onto Maersk standard processes and digital platforms establishing a strong foundation for long-term partnerships Serve as the primary point of contact for assigned customers providing timely accurate and proactive communication Align and coordinate customer-specific requirements with internal and external stakeholders and translate them into effective operating procedures and service solutions Execute transactional and operational activities in accordance with agreed customer SOPs and IOPs Orchestrate the end-to-end shipment cycle through effective coordination across functions and geographies Collaborate closely with the Global CX Consultant and the wider network of CX Consultants to ensure a consistent customer experience across locations Independently manage routine operational exceptions and drive resolution through the Maersk network Identify and implement process improvement opportunities that enhance customer experience and operational efficiency Identify opportunities for upselling and cross-selling relevant Maersk products and solutions Support contract fulfilment by conducting regular customer check-ins and collaborating with Sales and Product teams Promote adoption of digital and self-service solutions to improve customer outcomes and ease of doing business

Required Experience in customer service, logistics, supply chain, transportation, or a related field. Strong customer focus and commitment to delivering exceptional service. Ability to manage multiple priorities in a dynamic and fast-paced environment. Strong ownership and accountability. Effective stakeholder management and collaboration skills. Continuous improvement mindset with a focus on operational excellence. Strong problem-solving and decision-making capabilities.

Preferred Knowledge of Ocean, Intermodal, Air, or LCL solutions. Knowledge of Supply Chain Management, Customs Services, 4PL, or related logistics solutions. Strong communication and presentation skills. Ability to interpret and leverage data to support decision-making and customer outcomes.

Role is open for UAE National with a family book We're committed to embracing the rich geographical diversity present in the communities where we operate, including here in the UAE. Alongside our dedication to fostering an inclusive workplace environment, we're actively supporting Emiratization initiatives set forth by the UAE government, ensuring the meaningful and efficient employment of its citizens. While we welcome applications from all qualified candidates for this position, we are currently prioritizing candidates that hold a UAE Family book.