Ocean Customer Experience Specialist

Maersk Line Limited; Pune District; On-site; INR 400,000 - 600,000; Full time

Job summary

Maersk is seeking a Customer Experience Agent in Pune, India to own and manage the end-to-end shipment cycle in coordination with our global teams. You will monitor shipments, communicate deviations to customers, and work with the South Africa-based CX team to ensure high-quality service while building strong customer relationships and promoting value-added services.

The role emphasizes proactive problem solving, excellent communication, and the ability to navigate multiple systems in a dynamic

Qualifications

• Having good voice experience and ability to handle back-to-back inbound calls, emails & chat throughout a day/week/month with emails from owned/area customers/accounts
• A strong customer service background, with proven success in a similar role
• Passion for customer satisfaction and service excellence
• Shipping experience is essential
• Ability to use rigorous logic and methods to solve difficult problems with effective solutions to be someone who can eliminate roadblocks and maintain focus
• A flair for learning quickly when facing new problems, enjoys the challenge of unfamiliar tasks and is comfortable with managing multiple systems
• Motivated by achieving results, and accustomed to high performance KPIs
• Strong commercial awareness and good sense of communication
• The ability to build rapport and use diplomacy and tact to defuse high tension situations comfortably through a flexible approach/attitude

Responsibilities

• Own customer issues and engage relevant stakeholders as required to facilitate timely and effective solutions
• Work with our extended Customer Experience team (based in South Africa) to ensure the smooth execution of the end-to-end shipment lifecycle and high-quality service levels for our customer
• Through proactive and efficient teamwork, you will reduce the need for service recovery by anticipating and solving problems before they happen
• Deliver proactive customer service by tracking shipments and notifying customers of relevant deviations from the schedule, including potential solutions or alternatives
• Where there is a risk to the customer experience, you will address the root cause - constantly seeking ways to improve our service.
• Act as a primary contact for customers with the end goal to build strong relationships and gain an understanding of their business, service needs and drivers
• Use your relationship building skills and fantastic customer service to increase revenue, by growing our customers’ business and promoting added value services

Skills

Voice experience

Customer service

Relationship building

KPI focus

Diplomacy and tact

Multisystem familiarity

Commercial awareness

Job description

Job Description – Customer Experience Agent

In this role you will be challenged to own and manage the full customer experience. This includes proactively monitoring and managing the end-to-end shipment cycle in compliance with company procedures to ensure that the cargo is transported as per the transport plan promised to the customer.

We Offer

You will gain industry knowledge, international experience, strong communication skills and techniques relevant to customer experience. This will equip you with the competencies required for customer-facing roles, deepen your potential and broaden your career development as well as contribute to your team’s and organization's success.

Key Responsibilities

You will be expected to:

• Own customer issues and engage relevant stakeholders as required to facilitate timely and effective solutions
• Work with our extended Customer Experience team (based in South Africa) to ensure the smooth execution of the end-to-end shipment lifecycle and high-quality service levels for our customer
• Through proactive and efficient teamwork, you will reduce the need for service recovery by anticipating and solving problems before they happen
• Deliver proactive customer service by tracking shipments and notifying customers of relevant deviations from the schedule, including potential solutions or alternatives
• Where there is a risk to the customer experience, you will address the root cause - constantly seeking ways to improve our service.
• Act as a primary contact for customers with the end goal to build strong relationships and gain an understanding of their business, service needs and drivers
• Use your relationship building skills and fantastic customer service to increase revenue, by growing our customers’ business and promoting added value services

Who we are looking for

A candidate with the following attributes:

• Having good voice experience and ability to handle back-to-back inbound calls, emails & chat throughout a day/week/month with emails from owned/area customers/accounts
• A strong customer service background, with proven success in a similar role
• Passion for customer satisfaction and service excellence
• Shipping experience is essential
• Ability to use rigorous logic and methods to solve difficult problems with effective solutions to be someone who can eliminate roadblocks and maintain focus
• A flair for learning quickly when facing new problems, enjoys the challenge of unfamiliar tasks and is comfortable with managing multiple systems
• Motivated by achieving results, and accustomed to high performance KPIs
• Strong commercial awareness and good sense of communication
• The ability to build rapport and use diplomacy and tact to defuse high tension situations comfortably through a flexible approach/attitude

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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