Customer Experience Agent Apprentice

Key Responsibilities:

Responsible for following a standard set of rules to manage customer expectations (proactively and reactively) and process documentation within the assigned scope Supports the wider Customer Experience team in delivering higher performance on productivity, accuracy, and timeliness, as per agreed SLA Participates in teamwork and projects across functions Manages the end-to-end shipment process in compliance with all company procedures. Ensures services are delivered to the customers as promised and/or that the customers are kept informed of relevant deviations Owns customer issues and facilitates their timely and effective resolution by engaging relevant stakeholders Supports area drive for eCommerce-related initiatives, issues, enhancement ideation and overall usage

Key Success Indicators:

Customer Satisfaction Net Promotor Score Meeting all timeliness & accuracy KPIs Call & email quality audits Identification of productivity improvements through more efficient ways of working Deliver on ad hoc tasks within agreed deadlines Consistent application of values in the work environment & demonstrates leadership through our four winning behaviours

Training:
Business Administration Level 3 Apprenticeship Standard Level 1/2 Functional Skills in maths and English (if required) End-Point Assessment (EPA)

This apprenticeship will be delivered in the workplace:

You will have a dedicated Skills Coach who will provide guidance and monitor progress throughout You will have access to an online portfolio to allow you to monitor your progress and log work completed

Training Outcome:

Upon successful completion of your apprenticeship there may be the opportunity for a permanent role within the business.

Employer Description:
An integrated logistics company working in 130 countries and founded in 1904. Maersk's business activities include shipping, port operation, supply chain management and warehousing. At Maersk, our strategic vision is to become the Global Integrator, offering truly integrated logistics solutions that connect, protect and simplify our customers’ supply chains.

Working Hours :
Monday - Friday, 8.00am to 5.00pm, working hours to be confirmed.

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Presentation skills,Administrative skills,Number skills,Analytical skills,Logical,Team working,Creative,Initiative,Non judgemental,Patience