Customer Experience Agent

About the role

Maersk is seeking a proactive, customer‑focused professional to join its Kigali team as a Customer Experience Agent. You will manage the end‑to‑end shipment journey, build strong client relationships, and coordinate service delivery across the supply chain.

Key responsibilities

• Maintain close contact with assigned key clients and respond promptly to service queries.
• Oversee the full shipment order journey from booking to delivery.
• Collaborate with field operations and agents to ensure consistent, high‑quality service.
• Plan and coordinate duties with field teams, conduct site visits, and verify work quality.
• Execute business‑development strategies and prepare weekly/monthly performance reviews.
• Monitor P&L for all jobs, flag cost issues, and ensure profitability.
• Dispatch customer invoices and related documentation.
• Provide solutions for customer queries and disputes.
• Coordinate additional services such as CHB, VAS, trucking, and warehousing as requested.

Required profile

• Customer‑oriented mindset with strong communication skills.
• Ability to build and sustain relationships with clients, agents, and internal teams.
• Proactive approach to problem solving and service improvement.
• Strong organizational skills to manage multiple tasks and deadlines.

Required skills

What we offer

• A culturally diverse, stimulating work environment.
• Opportunities to work with new ideas and innovative processes.
• Commitment to ethical business practices and transparent teamwork.
• Focus on individual performance within professional teams.
• Equal opportunity hiring regardless of gender, age, nationality, or belief.