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Maersk Line   |   Mombasa, Kenya   |   Log in or register to see the closing date

Customer Experience Partner

  • Bachelor's degree
  • Customer support, client care
  • Experienced (senior worker)
  • Full Time
  • Permanent

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Job Summary

We are looking for an energetic and proactive Customer Service candidate to join as a Customer Experience Partner in Mombasa. The candidate must have strong Commercial (Customer Service/Sales) knowledge and have the ability to work closely with Customers and Internal Stakeholders. The role of the Customer Experience Partner is to actively build strong relationships with customers and to gain understanding of their business, to deliver excellent customer service and maximise sales opportunities. This will include proactively identifying new customer opportunities and developing existing customer relationships to deliver volume and yield targets.
As a performance-oriented company, we strive to always recruit the best person for the job – regardless of gender, age, nationality, sexual orientation or religious beliefs. We are proud of our diversity and see it as a genuine source of strength for building high performing teams.

We are looking for;

  1. Bachelor Degree
  2. Commercial experience (Customer services/Sales)
  3. General Problem Solving Skills
  4. Customer Service Skills
  5. Capable of building solid rapport over the phone
  6. Can build and maintains a strong network of customers
  7. Successfully manages negotiation process
  8. Ability to qualify leads
  9. Is a clear communicator at all levels of the organisation
  10. Capable of overcoming objections
  11. Has knowledge of market competitors and industry trends
  12. Confident in decision making


Responsibilities

- To deliver a positive customer experience for all customers and to ensure a smooth execution of the end – to- end shipment lifecycle by working closely with the customer and internal teams,

- Hunt leads and follow up opportunities for new customers, lost or inactive accounts as well as regular accounts. This includes conducting campaigns and sales promotions across customer opportunities.
- Identify when leverage of external sales face to face interaction would benefit the customers relationship or where large potential profitability has been identified,
- Ensure all products and services are sold to the customer to maximise Safmairne profitability,
- Build strong relationships with all stakeholders including off shore GSC team,
- Be fully responsible for customer satisfaction and experience on interaction with customers,
- Full understanding of customers business drivers, needs and requirements,
- Effectively handover of terms and conditions agreed with customer to stakeholder groups, including GSC team,
- Build strong relationships with External Client Managers,
- Manage sales pipeline, segmentation and accurate forecasting,
- Actively promotes the use of ECOM,
- Handle incoming customer services quires, issues, exception management,
- Promoting the Safmarine Brand in daily interactions through various channels and agreed media.


General Information

Salary rangeNot specified
Additional informationNot specified
Contract type: Permanent
Job type: Full Time
Location: Mombasa
Area of work: Customer support, client care
Seniority: Experienced (senior worker)

Job Requirements

Required education: Bachelor's degree
Required relevant work experience: 2 years
Required skills: Conflict and complaint resolution; Product knowledge; Market research, intelligence; Customer service; Business development; Business intelligence; Customer relations; Marketing
Required languages: English (Spoken: fluent | Written: fluent)

Maersk Line

Transportation, logistics, storageCompany size: 50-100 people

Maersk Line is the global container division and the largest operating unit of the A.P. Moller – Maersk Group, a Danish business conglomerate. It is the world's largest container shipping company having customers through 374 offices in 116 countries. It employs approximately 7,000 sea farers and approximately 25,000 land-based people.Maersk Line operates over 600 vessels and has a capacity of 2.6 million TEU.The company was founded in 1928


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