Ocean Customer Experience Specialist

A.P. Moller - Maersk; Navi Mumbai; On-site; INR 300,000 - 600,000; Full time

Benefits offered by this job

Flexible working arrangements

Global exposure

Professional growth opportunities

Job summary

Maersk in Navi Mumbai is seeking a customer service professional to handle high volumes of calls and emails, delivering accurate information about Maersk products, processes, pricing, and delivery times.

You will work with sales, logistics, and operations to resolve requests, update records in the cloud telephony system, and continuously deepen knowledge of Maersk offerings. The role supports growth, provides global exposure, and emphasizes work-life balance.

Qualifications

• 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.

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.

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.

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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