Customer Service Workflow Specialist
- Référence cDiscussion: 1045781
- Publié le: 08/01/2019 à 13h20min59s
- Niveau d'études: Non précisé
- Expérience: 2 ans
- Expire le: 22-01-2019
Maersk Line
Abidjan, Côte d'Ivoire
Transports et logistique
Customer Service Workflow Specialist
Cote d'Ivoire
Abidjan
Local
Customer Service
Last application date: 22/1/2019
The Republic of Côte d’Ivoire is located in Western Africa, bordering on the south by the Atlantic Ocean. The population is estimated at 20 million with the capital city residing in Abidjan. The country is regarded as having a high level of religious freedom and diversity, with the predominant religion being Christianity, Muslim and animist.
Côte d’Ivoire boast lots of agricultural products like cocoa (1st worldwide producer), coffee, cotton, rubber, oil palm, cashew, and diverse natural resources natural gas, diamond, gold, timber, iron, etc. Côte d’Ivoire forms part of the Central Bank of West African States (of which it is the dominant economy), the West African Economic and Monetary Union and Economic Union of Central Africa (UEMOA) and the Organisation for the Harmonization of Business Law in Africa (OHADA).
The Côte d’Ivoire Cluster, which includes offices in Côte d’Ivoire, Sierra Leone, Liberia and Burkina Faso is a fast changing and dynamic collection of markets. With its head office in Abidjan, Maersk Liner business has established a strong and expanding presence in the area with an expectation for continued growth and development in the future.
We are currently looking for a Customer Service professional to join our team in Abidjan. The Customer Service Workflow Specialist have direct impact on our Customer's experience while supporting Customer Service teams in the overall end to end processes with case distribution, stakeholder management and coordination. The WS will act as a key part of customer service teams with high level exposure and visibility across the cluster. The work will be key to understand important patterns and pulse of the organization.
We offer
At Maersk, you’ll be part of a global team motivated by bringing food and commodities to people in every corner of the world. We do this through close partnerships with our valued customers, who trade everything from seafood and fruits, to clothes, electronics and cars! No matter our role in the Region our end goal is to simplify the lives of our customers. This is done through seamless processes, best in class digital solutions, and great customer service! So, we offer:
i. Results orientation
ii. Improved commercial and leadership capabilities
iii. Interaction within broader Area for best practice sharing
iv. Creating network within the global organization
v. Understand market and customer drivers
vi. Improve understanding of how best to generate profit for Maersk
Moreover, you will expand your customer network and enrich your market and product knowledge while enhancing the Maersk's leadership position and contributing to the continuous success of the Maersk Nigeria organization
Key responsibilities
• Efficiently distribute customer cases and enquiries to the right people/department based on advanced E2E understanding of Maersk Lines Customer Service organization.
• Manage multiple tasks in a fast-paced environment.
• Deliver high-quality work while adhering to procedures and making sure consistent standardized responsibilities are conducted including dealing with escalations.
• Constantly look for ways to improve work processes with 360-degree view of our customers, the market and Maersk Line processes.
• Act as a primary point of contact for internal stakeholders by building strong and lasting relationships.
• Work independently and assist the team in realizing the team ambitions by sharing knowledge and best practices.
• Take full responsibility for customer experience by supporting the end-to-end customer service process in compliance with all company procedures and regulatory requirements for Import/Export areas.
• Gain understanding of our customers’ business through commercial intelligence.
• Support the team in managing commercial strategic direction.
• Monitor agreed service levels, and identify root cause when targets are not met, advise management of potential service failures and trends.
We are looking for
• Minimum BSc or Master’s Degree /MBA in Marketing, Sales or Business-related course
• Proficient use (above average skill) in the use of Microsoft office tools i.e. excel, word and power point etc.
• Have at least two-year experience working in an international environment supporting customers.
• Strong analytical and communication skills.
• As a person you make an effort to understand and support colleagues with issues and problems they may be facing.
• You are open to the opinions of others and act in a diplomatic manner
• The decisions you make are based on analysis and application of experience; they provide partners and colleagues with the information they need in order to succeed.
• You deliberately seek to understand how to navigate within the organization. When faced with problems, you look beyond the obvious and work hard to identify the most appropriate solution.
• Good moral compass and ability to work based on Company’s values.
• Fluent in English/French (written and oral)