Customer Experience Agent

Job Summary

Responsible for ensuring operational excellence, process efficiency, and customer satisfaction across Maersk's SEA product portfolio.

Responsibilities

• Ensure IOP, SOP, and KPI compliance and manage operations cost‑effectively.
• Drive process efficiency, improve complaint resolution timeliness, and challenge business rules to enhance end‑to‑end service delivery.
• Suggest viable solutions and actively resolve customer complaints within the stipulated timeframe, ensuring alignment with rules, regulations, and local policies.
• Minimise non‑conformance costs by providing alternate solutions and transforming demanding situations into positive outcomes.
• Collaborate with customers, Procurement, and LCL Product teams to understand real needs, manage expectations, and maintain professional service levels.
• Handle system updates and customer requests following defined processes, ensuring timely revenue and co...