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.**

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

• 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