CX Agent - DT & Small BCOs

Customer Experience Agent – DT & Small BCOs (JL2)Would you like to be part of a value-driven, customer-focused international environment where we enable global trade every day?The Maersk Customer Experience (CX) team in Douala is looking for a dedicated CX Agent to support our Direct Transport (DT) and Small Beneficial Cargo Owner (BCO) customers. This individual will be an integral part of the CX team, managing the end-to-end shipment journey in close collaboration with internal stakeholders to ensure alignment between customer expectations, operational execution, and service delivery.What We OfferWhen you join Maersk, you’ll find that the world is your workplace. You’ll work in a culturally diverse, stimulating environment, surrounded by new ideas and different ways of doing things. We believe in individual performance within highly professional teams supported by our distinctive values. To us, teamwork means acceptance, respect, dedication, and the belief that we achieve more when we pull together. Living our values means competing in the marketplace in an ethical way so our name is synonymous with being a credible and valuable business partner. Through Constant Care and Humbleness, we prepare for the future while never forgetting that our customers and competitors are key to our ability to improve. In our daily work, Uprightness and Our Employees mean that transparency and accountability go hand in hand with being an inspiring, challenging place to work. At Maersk, we take pride in hiring the best person for the job – irrespective of gender, age, nationality, or religious belief.Key ResponsibilitiesCustomer Experience Management: Own and manage the customer experience for DT and Small BCO shipments, ensuring smooth execution from booking to delivery.Issue Resolution: Proactively resolve service failures and exceptions, coordinating with internal teams to deliver timely solutions.Documentation & Compliance: Ensure accuracy and completeness of shipping documentation in line with Maersk standards and regulatory requirements.System & Data Integrity: Maintain accurate records across Maersk platforms, ensuring visibility and traceability of customer shipments.Cross-Functional Collaboration: Work closely with Operations, Finance, Sales, and Documentation teams to align on service delivery and customer expectations.Continuous Improvement: Support CX leadership in identifying process gaps and contributing to service enhancement initiatives.Who We Are Looking ForSomeone with:A diploma or degree in Logistics, Supply Chain, Business Administration, or related fields2–4 years of experience in customer service or logistics operationsProven ability to manage shipment lifecycles and customer interactionsFamiliarity with CRM systems and logistics platformsStrong communication and multitasking skillsA proactive, customer-first mindset with attention to detailAbility to work collaboratively across functionsStructured and analytical problem-solving abilitiesCalm under pressure and solution-orientedMaersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing accommodationrequests@maersk.com.