Customer Experience Agent

maersk; Cape Town; On-site; ZAR 420,000 - 540,000; Full time

Job summary

Maersk in Cape Town seeks a Customer Experience Consultant to manage end-to-end shipments for small/mid-sized customers and resolve issues by engaging internal stakeholders. You will handle portfolios, maintain customer relationships, and support daily communications with a focus on service excellence.

Ideal candidates have 3–5 years in shipping/logistics, strong supply chain knowledge, and the ability to operate under pressure while staying cost-conscious.

Qualifications

• 3 to 5 years' relevant experience in shipping, clearing, freight forwarding or logistics.
• Strong knowledge of supply chain operations and customer service excellence.
• Proven stakeholder management and communication capabilities.
• Analytical, organized, and digitally savvy.
• Able to operate under pressure and manage competing priorities.
• Execution-oriented with a cost-conscious mindset.

Responsibilities

• Manage end-to-end shipment process for small/mid-sized customers in compliance with procedures.
• Ensure timely resolution of customer issues by engaging internal stakeholders.
• Handle a customer portfolio and perform financial follow-up.
• Execute tasks efficiently with openness to changes and adjustments.
• Respond promptly to daily emails and calls with excellent customer service.
• Coordinate ocean shipments and logistics while processing all needed work.
• Build strong relationships with stakeholders, including offshore GSC teams, to deliver a positive customer experience and ensure a smooth execution of the end-to-end shipment life cycle.
• Work closely with customers and internal teams to ensure a smooth execution of the end-to-end shipment life cycle.
• Demonstrate problem-solving and critical thinking skills, as well as excellent interpersonal and communication skills.
• Energetic, well-organized, self-initiated, and good coordination skills are a must.

Skills

Customer service

Stakeholder management

Analytical

Digital literacy

Pressure handling

Job description

Would you like to be part of a value-driven, commercially oriented international environment where we enable global trade every day? We have an opportunity for a Customer Experience Consultant to join our team in Cape Town, South Africa.

WHAT WE OFFER:

When you join Maersk, you'll find that the world is your workplace. You'll work in a culturally diverse, stimulating environment, surrounded by new ideas and different ways of doing things. We believe in individual performance within highly professional teams supported by our distinctive values. To us teamwork means acceptance, respect, dedication, and the idea that we can achieve more when we all pull together.

Living our values means competing in the marketplace in an ethical way so our name is synonymous with being a credible and valuable business partner. Through Constant Care and Humbleness, we strive to prepare for the future, while never forgetting that our customers and competitors are key to our ability to improve. In our daily work Uprightness and Our Employees mean that transparency and accountability in everything we do go hand in hand with being an inspiring, challenging place to work. At Maersk, we take pride in hiring the best person for the job - irrespective of gender, age, nationality, or religious belief.

KEY RESPONSIBILITIES:

• Manage the end-to-end shipment process for small/mid-sized customers (Essential Services Customers) in compliance with all company procedures.
• Ensure timely and effective resolution of customer issues by engaging relevant internal stakeholders.
• Handle a customer portfolio and perform financial situation follow-up, as well as overall business customer business knowledge.
• Execute all assigned tasks efficiently and with a responsibility and open mindset for changes and adjustments.
• Respond promptly to daily emails and calls (external/internal) and provide excellent customer service.
• Coordinate ocean shipments and logistics while processing all needed work.
• Build strong relationships with all stakeholders, including offshore GSC teams, to deliver a positive customer experience and ensure a smooth execution of the end-to-end shipment life cycle.
• Work closely with customers and internal teams to ensure a smooth execution of the end-to-end shipment life cycle.
• Demonstrate problem-solving and critical thinking skills, as well as excellent interpersonal and communication skills.
• Energetic, well-organized, self-initiated, and good coordination skills are a must.

WHO WE ARE LOOKING FOR:

Someone with:

• 3 to 5 years' relevant experience in shipping, clearing, freight forwarding or logistics
• Strong knowledge of supply chain operations and customer service excellence
• Proven stakeholder management and communication capabilities
• Analytical, organized, and digitally savvy
• Able to operate under pressure and manage competing priorities
• Execution-oriented with a cost-conscious mindset

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.

We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing [e-mail].