Customer Experience Specialist

The Customer Experience Specialist is responsible for monitoring and enhancing ZIM’s end-to-end (E2E) customer experience across all relevant service interfaces. This role ensures optimized interactions between ZIM and its customers by proactively identifying pain points, supporting customer onboarding, managing escalations, and initiate ideas to improve processes, training, and overall customer satisfaction.

Key Responsibilities

• Monitor and manage the end-to-end customer experience across all relevant ZIM service interfaces to ensure a seamless and efficient customer journey.
• Collaborate closely with Sales to onboard new and returning customers, providing ad-hoc support to ensure smooth integration and ongoing positive experience with ZIM.
• Serve as the primary point of contact for Sales regarding customer escalations, digital issues, urgent cases, process improvement opportunities, and situations requiring hands-on customer support, education, or clarification.
• Work with Customer Service management and frontline teams to identify customer pain points and operational gaps.
• Initiate and support process improvements, internal and external trainings, and knowledge-sharing initiatives aimed at enhancing customer experience and service quality.
• Identify bottlenecks, non-optimal processes, interface gaps, and training needs for both internal teams and customers, and propose actionable solutions.
• Where applicable, lead and implement cross-company activities, programs, and training initiatives to drive continuous improvement in customer experience.

REQUIREMENTS

Key requirements

• Education: relevant education credentials
• Prior experience: More than 5 years in the field of customer service 
• Experience working in service analysis/ knowledge of excel 
• Experience working in a global company (Asset)

Key competencies

• Analytical thinking – To translate strategy and policy to measurable practices
• Communication skills - Deliver core messages that are clear and understandable, and lead to action. Has a high-level presentation skill via all related communication channels.
• Proactivity – Initiate new ideas and seek new opportunities realize service indices 
• Collaborating with other team members - Fosters teamwork and collaborations between people and teams, while establishing strong working relationship.
• Customer service approach (internal & external)- To be most attentive, professional and response positively to customer needs on time. Cooperate with the customer in an effective and efficient manner that will make the customer perceive you as a partner.