Job Purpose The Customer Experience Agent is responsible for managing and enhancing the customer experience during all in-person interactions at the Maersk counter. This role focuses on handling documentation, cargo release processes, and customer inquiries while identifying opportunities to improve service delivery and operational efficiency. Key Responsibilities Serve as the primary point of contact for customers requiring document release Assist walk-in customers with issue resolution and general inquiries Process manifest amendment requests Issue and amend Bills of Lading Handle telex release requests for exports Process documentation for cargo release (Delivery Orders) Maintain proper filing and safeguarding of all counter documents Manage change-of-agent requests Ensure compliance with company procedures and regulatory requirements Identify and support continuous improvement initiatives Train and onboard customers on digital platforms (e.g., ML.com) Route correspondence to relevant internal stakeholders Follow up on long-standing containers and unresolved cases Key Deliverables Adherence to company policies, terms, and regulatory standards Effective risk assessment and management High-quality customer service with prompt responsiveness Clear and proactive communication with customers and stakeholders Continuous improvement in service delivery and business performance Achievement of individual performance objectives Qualifications & Skills Minimum Qualification: Undergraduate degree in Business or a related field Core Competencies: Strong communication and presentation skills Customer-focused mindset with collaborative approach Effective stakeholder management Ability to prioritize and manage workload efficiently Commercial experience in sales or customer service preferred Industry knowledge (logistics/shipping) is an advantage Desired Attributes Strategic and conceptual thinking Strong business acumen Results-driven and solution-oriented Analytical thinking and problem-solving skills High attention to detail Ability to build value-based relationships Emotional intelligence: patience, composure, and compassion Self-motivated with the ability to work independently go to method of application »