Customer Experience Consultant

Описание

Opportunity

We have a vision larger than the ocean: to be a true integrator of container logistics connecting and simplifying our customers’ supply chain. We count on our people to make it happen.

Energizing and pioneering, this is also an environment that keeps you motivated. You’ll be joining a values-led, genuinely diverse, and talented team that is passionate about being there for employees, and for each other.

In this role you will be reporting directly to the Ukraine & Georgia Direct Transport Customer Experience Manager. You will be responsible to own and manage the customer experience of small/mid-sized customers (Essential Services Customers) in compliance with all company procedures.

We Offer

When you join our team, you join a truly diverse, global organization in a fast-moving, values-based, work environment where you can grow on the job, create, and shape our digital solutions, tap into industry-leading talent development initiatives, enjoy working with your colleagues and broaden your world view.

Be part of the world’s largest container shipping company.

Exposure to multinational environment/culture.

Room for growth and development.

Enhancing personal skills.

Soft skills such as turning complaints into opportunities, handling difficult customers, and managing customers' expectations.

Key Responsibilities

Owns and manages the customer experience. Has responsibility for end-to-end customer experience within the assigned scope, in compliance with relevant company procedures and agreements with customers.

Manages end-to-end shipment processes in compliance with relevant company procedures.

Owns all customer issues and facilitates their timely and effective resolution by engaging relevant internal stakeholders.

Executes independently with limited guidance and is capable of supervising others as relevant.

Handles inbound customer queries and cases in a timely and professional manner, owning issues through to resolution.

Identifies the root cause when issues arise and advise management of potential service failures and/or trends.

We are looking for

Native/Local language Ukrainian speaker (Mandatory)

Experience in logistics, transport, or supply chain sectors is a must.

Excellent command of English and Ukrainian Languages is a must.

Proficient with MS Suite (Word, Excel, PowerPoint, Teams)

We expect you also have

Ability to work and perform in a complex configuration and high adaptability mindset always ready and open for changes.

Customer focus - meet the expectations and requirements of internal and external customers.

Excellent communication and people skills, comfortable in engaging with a wide variety of stakeholders in an ambiguous environment, with an agile mindset.

If you have been reading so far, we are glad to see you are interested!

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