Ocean Customer Experience Specialist

A.P. Moller - Maersk; Thane; Hybrid; INR 300,000 - 420,000; Full time

Benefits offered by this job

Global exposure

Work-life balance

Flexible working arrangements

Job summary

Maersk is seeking a customer service professional to handle a high volume of calls and emails, providing accurate information on Maersk's products, services, and delivery timelines. You will resolve issues, collaborate with sales, logistics, and operations, and maintain detailed records in the Cloud Telephony System.

The role emphasizes ongoing product knowledge, identifying upsell opportunities, and adhering to quality standards and SLAs while achieving personal and team targets.

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.

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].