Ocean Customer Experience Specialist

Maersk Line Limited; Navi Mumbai; On-site; INR 250,000 - 360,000; Full time

Job summary

Maersk Line Limited in Navi Mumbai is seeking a proactive Customer Service Representative to handle a high volume of inquiries and guide customers through Maersk's offerings. You will provide accurate information, resolve issues, and coordinate with internal teams to ensure smooth operations.

Your role requires excellent communication, a customer-first mindset, and the ability to upsell Maersk's services when appropriate. Join a diverse team delivering reliable service.

Responsibilities

• Handle a high volume of incoming calls, emails, and other channels.
• Provide accurate information about Maersk's products, services, pricing, and delivery times.
• Resolve customer complaints and inquiries to ensure satisfaction.
• Collaborate with sales, logistics, and operations to resolve requests.
• Record interactions in the Cloud Telephony System.
• Upsell and cross-sell Maersk's services where appropriate.
• Adhere to call standards and SLAs.
• Meet individual and team performance 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] .