Ocean Customer Experience Specialist

APM Terminals Gothenburg; Navi Mumbai; On-site; INR 300,000 - 540,000; Full time

Job summary

Maersk in Navi Mumbai seeks a customer service professional to handle a high volume of calls and emails, delivering accurate information on Maersk's products, services, processes, pricing, and delivery times to customers.

You will collaborate with sales, logistics, and operations to resolve requests, record interactions in the designated system, look for upsell opportunities, and uphold call handling standards and SLAs to drive satisfaction.

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

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.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.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 [e-mail] .