Ocean Customer Experience Specialist

Maersk; India; Hybrid; INR 400,000 - 600,000; Full time

Benefits offered by this job

Global exposure

Work-life balance

Career growth

Job summary

Maersk in India seeks a customer service professional to manage high-volume calls and multi-channel inquiries. You will deliver accurate product info, resolve issues, and collaborate with sales, logistics, and operations to satisfy customers.

You will maintain records in the Cloud Telephony System and stay updated on Maersk offerings, enabling upsell opportunities while meeting SLAs and quality standards. Flexible working arrangements are offered.

Qualifications

• Minimum 2 years of work experience, preferably in an international call center environment.
• Experience handling customer interactions over the phone and providing effective customer support.
• Strong communication and problem-solving skills with a customer-centric approach.

Responsibilities

• Handle a high volume of incoming calls, emails, and other communication channels related to Maersk's services and inquiries.
• Provide accurate and reliable information to customers regarding Maersk's products, services, processes, pricing, and delivery times.
• Resolve customer complaints, issues, and inquiries effectively and efficiently, ensuring a high level of customer satisfaction.
• Collaborate with internal teams, such as sales, logistics, and operations, to coordinate and resolve customer requests or concerns.
• Accurately record customer interactions and transaction details in the designated Cloud Telephony System.
• Continuously develop and maintain a comprehensive understanding of Maersk's offerings, services, and processes to provide up-to-date and precise information to customers.
• Identify opportunities to upsell and cross-sell Maersk's additional services and products to customers.
• Provide feedback and suggestions for process improvements based on customer interactions and challenges faced during daily operations.
• Adhere to established calling standards, including quality assurance measures, call handling protocols, and service level agreements (SLAs).
• Meet individual and team performance targets, including call handling metrics, customer satisfaction ratings, and sales targets.

Skills

Customer interactions

Communication

Problem solving

Upselling

Team collaboration

Tools

Cloud Telephony System

Job description

Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.

At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organization reflect and understand the customers we exist to serve.

With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.

Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk.
Preferred Qualification:

• Minimum 2 years of work experience, preferably in an international call center environment.
• Experience handling customer interactions over the phone and providing effective customer support.
• Strong communication and problem-solving skills with a customer-centric approach.

You will be responsible to:

• Handle a high volume of incoming calls, emails, and other communication channels related to Maersk's services and inquiries.
• Provide accurate and reliable information to customers regarding Maersk's products, services, processes, pricing, and delivery times.
• Resolve customer complaints, issues, and inquiries effectively and efficiently, ensuring a high level of customer satisfaction.
• Collaborate with internal teams, such as sales, logistics, and operations, to coordinate and resolve customer requests or concerns.
• Accurately record customer interactions and transaction details in the designated Cloud Telephony System.
• Continuously develop and maintain a comprehensive understanding of Maersk's offerings, services, and processes to provide up-to-date and precise information to customers.
• Identify opportunities to upsell and cross-sell Maersk's additional services and products to customers.
• Provide feedback and suggestions for process improvements based on customer interactions and challenges faced during daily operations.
• Adhere to established calling standards, including quality assurance measures, call handling protocols, and service level agreements (SLAs).
• Meet individual and team performance targets, including call handling metrics, customer satisfaction ratings, and sales targets.

What We Offer:

• Impact: Your work directly contributes to the success of our global operations.
• Opportunity: Ample opportunities for professional and personal growth.
• Innovation: Join a forward-thinking team embracing cutting-edge technologies.
• Global Exposure: Collaborate with diverse colleagues in an international business environment.
• Work-Life Balance: We value work-life balance and offer flexible working arrangements.

Maersk 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.

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