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

Link to vacancy details on employer website:

https://maersk.wd3.myworkdayjobs.com/Maersk_Careers/job/GB—Liverpool/Customer-Experience-Apprentice_R145347

• 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

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