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Customer Experience Agent




Multi-National Company






Phnom Penh


Entry Level


Full Time

Year of Exp.



Customer Service








Bachelor Degree




English-- Good   


0 ~ 0


Phnom Penh;

Publish Date


Closing Date


Job Description

  The core purpose of this role is to provide consistent, high quality customer service for SCM Customers, who value long term relationships and buy customized processes and solutions. The Customer Experience Agent engages directly with the Regional / Global Account and Program Managers for Large accounts & ensures a seamless customer service delivery to their clients.
This role further works closely with the programme and implementation managers (who move the cargo and provide re-porting), to optimize profitability of their customers. This position also:
• Holds the primary responsibility for customer retention and for identifying cross sell/up sells opportunities to the SCM customers.
• Is the prime point of contact for SCM Customers as well as their first point for complaint resolution and claims handling.

We Offer
At Maersk we value the diversity of our talent and will always strive to recruit the best person for the job – we value diver-sity in all its forms, including but not limited to: gender, age, nationality, race, sexual orientation, disability or religious beliefs. We are proud of our diversity and see it as a genuine source of strength for building high performing teams.

Key Responsibilities
• To focus on the key Customer Service Drivers:
o Timely Delivery of Documents;
o Pro-Active communication;
o Exception Management;
o Support claim department on necessary documents;
• Fully understand all contracts and charge structures including surcharges, additional charges and ac-cessorial charges to ensure Maersk.
o delivers on its promises and
o takes every opportunity to upsell and receive value for all services provided.
• Support implementation lead on the implementation of new clients or innovative programs.
• Ensure & monitor that bookings with vendors/shippers are executed on time.
• Ensure that send quotations/ feedback timely to the customers.
• Monitor responsiveness on query resolution with shippers/ Reginal Program Manager (RPM) Team/ Cus-tomers.
• Responsible for cross sell/up sell, customer retention.
• Follow up on the Outstanding bookings & query resolution.
• Monitor, record and report the performance with recommendations on:
o Service delivery wins
o Service failures
• Work with the RPM Team/ Commercial team to establish and strengthen customer relationships.
• Monitor on volume growth, CFS ratio, customers gross profit.
• Help group members to pro-actively foresee the potential operational problem & voice out challenges with suggested solutions with pro-actively communication to all stakeholders.
• Meet /conference call with the key account managers/ Commercial team members / customers to re-view customer service performance/ KPI for the list of SCM customers monthly.

Job Requirements

  We Are Looking For:
• Bachelor’s degree level education in Business or other relevant discipline.
• Preferably with a minimum of 1-year work experience in relevant industry or customer service role.
• An excellent command of spoken and written English.
• Ability to communicate in Chinese (Mandarin) will be advantageous.
• Committed in delivering promise and meeting SLA and strong in stakeholder management.
• Eyes for details and good learning agility.

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Contact Information

Contact Person

Mr. Rafizudin Rosli





Phnom Penh VTrust Tower- 7th floor, No. Plot A, Street 169, Phum 12, Sangkat Vealvong, Khan 7 Makara Cambodia

Company Profile

A.P. Moller - Maersk is an integrated container logistics company working to connect and simplify its customer's supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 70,000 people. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere - all over the world. For more information:
All the way

Service hot line :

023 969 088 / 023 91 90 86 / 023 91 90 87 / 02391 90 89

Operating Hours : Mon-Fri (8:00 am to 5:30 pm)

Email :

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