Customer Experience Consultant

A.P. Moller Maersk; Navi Mumbai; Presencial; INR 350.000 - 490.000; Jornada completa

Descripción de la vacante

A.P. Moller Maersk in Navi Mumbai is seeking a role focused on supporting customer experience and administrative operations. The position executes standardized technical, administrative, and operational activities with independent judgment on routine matters while escalating non-routine issues.

Responsibilities include managing customer onboarding, channel management, case handling, and relationship management, ensuring timely resolution and accurate records in line with established processes.

Formación

• Bachelor's degree in Business Administration, Commerce, Operations, or a related discipline.
• Good communication, interpersonal and stakeholder management skills.
• Ability to work independently within defined guidelines and processes.
• Basic proficiency in MS Office applications, particularly Excel.

Responsabilidades

• Managing customer experience activities including channel management, case management, onboarding and relationship management.
• Handling customer queries, requests and cases with timely and accurate resolution.
• Supporting customer onboarding activities and maintaining effective customer relationships.
• Supporting contract and dispute management activities per established processes.
• Executing standardized administrative, technical and operational activities to support business operations.
• Following established work routines, methods and procedures for consistent service delivery.
• Coordinating with internal stakeholders to ensure timely completion of activities and effective customer service.
• Supporting process improvements and adapting to changes in procedures and systems.

Conocimientos

Attention to detail

Communication skills

Stakeholder management

Independent work

Educación

Bachelor's degree in Business Administration, Commerce, Operations or related

Herramientas

MS Excel

MS Office

Descripción del empleo

Shift Timings: Night 5.30PM to 2.30AM

Job Summary

The role is responsible for supporting customer experience and administrative operations by executing standardized technical, administrative, and operational activities accurately and efficiently. The position involves supporting customer channel management, case management, customer onboarding, relationship management, contract and dispute-related activities, and other customer-focused processes. The role requires the ability to work within defined guidelines, exercise independent judgment on routine matters, resolve issues appropriately, and escalation non-routine problems when required.

Responsibilities

• Managing customer experience activities, including customer channel management, case management, onboarding, and relationship management.
• Handling customer queries, requests, and cases while ensuring timely and accurate resolution.
• Supporting customer onboarding activities and maintaining effective customer relationships.
• Supporting contract and dispute management activities in accordance with established processes and guidelines.
• Executing standardized administrative, technical, and operational activities to support business operations.
• Following established work routines, methods, and procedures to ensure consistent and accurate service delivery.
• Managing assigned tasks independently within defined scope, processes, and guidelines.
• Applying job-related knowledge and practical skills to execute specialized operational activities.
• Identifying and resolving routine issues within established processes and escalating non-routine matters to experienced colleagues or supervisors.
• Maintaining accurate records, documentation, and information related to customer and operational activities.
• Coordinating with internal stakeholders to ensure timely completion of assigned activities and effective customer service.
• Supporting process improvements and adapting to changes in procedures, systems, and operational requirements.
• Ensuring accuracy, quality, and compliance across assigned customer experience and administrative activities.

Qualifications

• Bachelor's degree in Business Administration, Commerce, Operations, or a related discipline.
• Relevant experience in Customer Experience, Customer Service, Administration, Operations, or a related field.
• Basic understanding of customer service and administrative processes.
• Knowledge of standardized work routines, methods, and procedures.
• Good attention to detail and accuracy.
• Ability to work independently within defined guidelines and processes.
• Good communication, interpersonal, and stakeholder management skills.
• Ability to identify routine and non-routine issues and escalating appropriately.
• Willingness to learn and develop job-specific technical and operational knowledge.
• Basic proficiency in MS Office applications, particularly Excel.