Customer Experience Agent (Italian Speaker)

About the role

Maersk, a global leader in integrated logistics, is looking for an Italian-speaking Customer Experience Agent based in Athens or Thessaloniki, on site. The agent manages and monitors shipments end to end, coordinates with stakeholders and supports customers with tailored solutions, queries and documentation.

Key responsibilities

• Manage and monitor the end-to-end shipment process and coordinate with stakeholders involved in shipment handling
• Act as an orchestrator of the overall shipment flow and provide customers with effective, tailored business solutions
• Resolve queries from customers, shippers, sales teams and other stakeholders in a timely manner
• Maintain a customer-centric approach, proactively prevent errors and ensure accurate, on-time documentation
• Support customer retention and identify cross-sell and up-sell opportunities
• Follow SOPs and internal guidelines, escalate enquiries when needed and respond promptly
• Collaborate with the Commercial team, monitor KPIs and comply with customer-specific requirements
• Execute reports and additional tasks as required

Required profile

• Fluency in English and Italian
• Experience in a customer-facing role, ideally in logistics or forwarding
• Good understanding of logistics products, processes and terminology
• Proven ability to manage customer relationships and resolve issues
• Ability to work in a matrix, multicultural environment
• Customer-focused, detail-oriented, self-motivated and performance-driven

The role is offered as either a fixed-term or permanent position. Applicants should submit their CV in English.