Customer Experience Agent

About the role

Maersk is seeking a Customer Experience Agent to ensure seamless service delivery for our clients after onboarding. The role focuses on timely document delivery, proactive communication, and managing exceptions to uphold Maersk’s service promises.

Key responsibilities

• Deliver documents on time and maintain proactive communication with customers.
• Manage exceptions and support the claims department with required documentation.
• Understand contracts, charge structures, surcharges and identify upsell opportunities.
• Assist the implementation lead for new client onboarding and innovative programs.
• Ensure bookings with vendors/shippers are executed on schedule.
• Provide quotations and feedback promptly to customers.
• Monitor query‑resolution responsiveness with shippers and client program managers.
• Drive cross‑sell/up‑sell activities and support customer retention.
• Follow up on outstanding bookings and resolve queries.
• Record, report and recommend actions on service delivery performance.
• Collaborate with CPM and commercial teams to strengthen customer relationships.
• Track volume growth, CFS ratio and gross profit of customers.
• Proactively identify operational issues and propose solutions to stakeholders.
• Participate in meetings or conference calls with key account managers and customers to review KPI performance monthly.

Required profile

• 1–2 years of professional experience in a similar logistics/customer service role.
• Bachelor’s degree in Logistics, Supply Chain Management or a related field.
• Native Khmer language proficiency and fluent English; Chinese language a plus.
• Ability to work in a fast‑paced environment with strong urgency and problem‑solving mindset.
• International mindset, willingness to travel and pursue a long‑term career in transport and logistics.

Required skills