Senior CX Agent Job, LatestAdministration Jobs In Kenya 2022,

Maersk Kenya is looking to hire a Sr. Customer Experience Agent to join our team in Nairobi.

He/she will oversee and coordinate operations activities ensuring service excellence and customer satisfaction while ensuring compliance with our internal SOPs and the Government’s statutory regulations. Liaise closely with executive team to drive the business performance of the product to maximize the P & L results and develop the business from a short and long-term perspective.

Key Responsibilities:

  • Maintain close contact with assigned key clients and respond to any queries arising in service delivery
  • Maintain close contact with our field operations to ensure excellent service delivery to guarantee sustainable business relationship with both the agents and the clients
  • Maintain close contact with our agents to ensure excellent service delivery to guarantee sustainable business relationship with both the agents and the clients
  • Drive the team’s operations by planning duties with field team and other functions as when field jobs arise.  Follow up via field visits to ensure work is done effectively and efficiently to the client satisfaction.
  • In liaison with the Head of Department, execute business development strategies for weekly/monthly customer performance reviews.
  • Keep track of the P&L of all jobs handled to ensure we remain as profitable as per commercial SLI
  • Flag any direct or indirect costs that have a negative impact to profitability
  • Dispatch of customer invoices & other related documents
  • Offer solutions to customer queries and disputes
  • Execute the company’s overall objective through collaboration with other team members, other functions, and supervisor/department head
  • Coordinate CHB, VAS, Trucking, Warehousing, and any other services as may be requested by customer/line manager
  • Capture Voice of Customer frequently and provide feedback to the team to improve inland delivery performance and experience
  • Handle system updates and customer requests in accordance with defined processes
  • Ensure all relevant costs are timely updated in systems and ensure charges are passed on to customer
  • Other ad hoc assignments as may be given to you by your line manager

Minimum Qualification:

  • Undergraduate in Business or related field
  • Good communication/presentation skills
  • 3+ years of experience preferable with Cold Chain, Flowers or FMCG industry
  • Experience in logistics industry/LCL will be an added advantage.
  • Stakeholder Management
  • Customer orientation/Collaboration/Agility
  • Be able to effectively prioritize workload
  • Proper understanding of INCOTERMS, Customs Documentation, and import/export processes.

How to Apply