Ocean Customer Experience Specialist

A.P. Moller - Maersk; Thane; On-site; INR 600,000 - 900,000; Full time

Job summary

Maersk is seeking a Customer Experience and Operations support professional to handle day-to-day customer channels, onboarding, and relationship management. You will process queries, maintain records, and ensure compliance with established procedures across billing, contracts, and disputes.

The role emphasizes independent work within defined guidelines, attention to detail, and proactive collaboration with internal stakeholders to deliver timely, quality service.

Qualifications

• Bachelor's degree in Business Administration, Commerce, Operations, or a related discipline.
• Relevant experience in Customer Experience, Customer Service, Operations, Administration, or a related field.
• Basic understanding of customer service and operational processes.
• Knowledge of standardized work routines, procedures, and methods.
• Strong attention to detail and accuracy.
• Ability to work independently within defined processes and guidelines.
• Good communication, interpersonal, and stakeholder management skills.
• Ability to identify routine issues and elevate non-routine matters appropriately.
• Willingness to learn and develop job-specific technical and operational knowledge.
• Basic proficiency in MS Office applications, particularly Excel.

Responsibilities

• Managing customer experience activities, including customer channel management, case management, onboarding, and relationship management.
• Handling customer queries, requests, and cases while ensuring timely and accurate resolution.
• Supporting customer onboarding activities and maintaining effective customer relationships.
• Supporting contract and dispute management activities in line with established processes and guidelines.
• Executing standardized administrative, technical, and operational activities to support business operations.
• Following established procedures, work routines, and methods to ensure consistent and accurate service delivery.
• Managing assigned activities independently within defined scope, processes, and guidelines.
• Applying job-related knowledge and practical skills to execute specialized operational activities.
• Identifying and resolving routine customer and operational issues within established processes.
• Escalating non-routine or complex issues to experienced colleagues or supervisors for appropriate resolution.
• Maintaining accurate records, documentation, and customer information in relevant systems.
• Coordinating with internal stakeholders to ensure timely completion of assigned activities and effective customer support.
• Supporting process improvements and adapting to changes in procedures, systems, and operational requirements.
• Ensuring accuracy, quality, compliance, and timely delivery across assigned customer experience activities.

Skills

Communication skills

Stakeholder management

Attention to detail

Independent working

Education

Bachelor's degree in Business Administration / Commerce / Operations

Tools

MS Office

Excel

Job description

At Maersk, we are a global leader in integrated logistics, pioneering the industry for over a century. Our commitment to innovation and transformation continuously redefines the boundaries of what's possible-setting new benchmarks for efficiency, sustainability, and excellence.

We believe in the power of diversity, collaboration, and continuous learning, and strive to ensure our people reflect the customers we proudly serve. With a workforce of over 100,000 employees across 130 countries, we work together to shape the future of global trade.

Join us as we leverage cutting-edge technologies and create global opportunities. Let's sail together towards a brighter, more sustainable future with Maersk.

Purpose of the role

The role is responsible for supporting day-to-day customer experience and administrative operations by executing standardized customer-facing, technical, and operational activities accurately and efficiently. The position involves managing customer channels, cases, onboarding, relationship management, contracts, disputes, and other customer-related activities while ensuring adherence to established processes and service standards. The role requires the ability to work within defined guidelines, exercise judgment on routine matters, resolve issues effectively, and elevate non-routine matters when required.

You will be Responsible for

• Managing customer experience activities, including customer channel management, case management, onboarding, and relationship management.
• Handling customer queries, requests, and cases while ensuring timely and accurate resolution.
• Supporting customer onboarding activities and maintaining effective customer relationships.
• Supporting contract and dispute management activities in line with established processes and guidelines.
• Executing standardized administrative, technical, and operational activities to support business operations.
• Following established procedures, work routines, and methods to ensure consistent and accurate service delivery.
• Managing assigned activities independently within defined scope, processes, and guidelines.
• Applying job-related knowledge and practical skills to execute specialized operational activities.
• Identifying and resolving routine customer and operational issues within established processes.
• Escalating non-routine or complex issues to experienced colleagues or supervisors for appropriate resolution.
• Maintaining accurate records, documentation, and customer information in relevant systems.
• Coordinating with internal stakeholders to ensure timely completion of assigned activities and effective customer support.
• Supporting process improvements and adapting to changes in procedures, systems, and operational requirements.
• Ensuring accuracy, quality, compliance, and timely delivery across assigned customer experience activities.

Qualifications

• Bachelor's degree in Business Administration, Commerce, Operations, or a related discipline.
• Relevant experience in Customer Experience, Customer Service, Operations, Administration, or a related field.
• Basic understanding of customer service and operational processes.
• Knowledge of standardized work routines, procedures, and methods.
• Strong attention to detail and accuracy.
• Ability to work independently within defined processes and guidelines.
• Good communication, interpersonal, and stakeholder management skills.
• Ability to identify routine issues and elevate non-routine matters appropriately.
• Willingness to learn and develop job-specific technical and operational knowledge.
• Basic proficiency in MS Office applications, particularly Excel.

What We Offer:

• Impact: Be part of a team that directly contributes to global operations.
• Opportunity: Unlock professional and personal growth through diverse career pathways.
• Innovation: Work with a team that embraces technology and continuous improvement.
• Global Exposure: Collaborate across geographies and cultures.
• Work-Life Balance: Flexible working arrangements to support your well-being

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].