Customer Experience Agent - Fixed term contract

Maersk; Milano; Ibrido; EUR 10.000 - 30.000; Tempo pieno

Descrizione del lavoro

A global shipping company in Italy is seeking a Customer Experience Agent to manage end-to-end shipping processes and deliver exceptional customer support. The role requires excellent communication skills, a customer-centric mindset, and proficiency in both English and Italian. Flexible working arrangements are available, including hybrid working up to 60%. This position is associated with a fixed-term contract, and candidates are encouraged to apply with their CV in English.

Competenze

• Experience or strong interest for FCL import-export operations.
• Ability to work under pressure to the deadlines.
• No relocation or visa support for this position.

Mansioni

• Manage shipment processes ensuring smooth execution.
• Build strong relationships with customers to understand their needs.
• Deliver proactive customer support tracking shipments and notifying customers.

Conoscenze

Customer-centric mindset

Excellent communication skills

Problem-solving skills

Relationship-building skills

Good planning skills

Basic computer literacy

Professional proficiency in English

Professional proficiency in Italian

Descrizione del lavoro

We offer

If you love talking to a wide array of people during the day – from customers, suppliers and colleagues around the globe – then this is the job for you.
Whilst the role is advertised as full-time, we can offer flexible working arrangements for this role, such as hybrid working up to max 60% of the working time, adjusted working hours, and other alternative working patterns.

As Customer Experience Agent you will provide services to direct customers and onboard them to the Maersk environment. Activities may include the following (but are not limited to): End-to-end shipping process, Case Management, Customer onboarding and relationship management, dispute management, online assistance, cross‑selling and more.

Key responsibilities:

• Experience or strong interest for FCL import‑export operations.
• Taking responsibility for customers' experience by managing shipment processes in compliance with company procedures and regulatory requirements for both Import and Export, ensuring its smooth execution.
• Being fully responsible for customers' satisfaction, building strong relationships with them, and understanding their business, service needs, drivers, and desires with a constant focus on driving new business opportunities.
• Delivering proactive customer support, tracking shipments and notifying our customers about any deviations from the original transport plan, recommending potential solutions or alternatives.
• Understanding KPI‑oriented environment, meeting/exceeding local targets including up‑selling our end‑to‑end products, identifying areas of improvement.

We Are Looking For:

• Customer‑centric mindset focused on delivering exceptional Customer Support.
• Excellent communication, problem‑solving, and relationship‑building skills.
• Good planning skills and the ability to work under pressure to the deadlines.
• Basic computer literacy.
• Professional proficiency in English and Italian.

Job location: Genoa or Milan, Italy

Relevant data:

• No relocation or visa support will be provided for this position.
• This position is associated with a fixed term contract.

If you have been reading so far, we are glad to see you are interested! If you could see yourself in this role, we are very much looking forward to your application. For your application to be accepted, please send your CV in English.

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.

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