Ocean Customer Experience Specialist - Email

Maersk; Chennai District; On-site; INR 350,000 - 520,000; Full time

Job summary

Maersk in Chennai, India is seeking a Customer Experience operations professional to support customers after onboarding. The role is operational and administrative, handling queries, cases, onboarding, and ensuring smooth process execution.

You will work in a global logistics environment, collaborating with internal teams, crafting clear email responses, and escalating complex issues when needed. This entry to mid-level role emphasizes execution and coordination.

Qualifications

• Bachelor's degree in any discipline.
• Excellent verbal and written communication in English.
• Experience in international contact center/BPO with emphasis on email support.
• Strong email writing skills and professional responses.
• Attention to detail and customer-centric approach.

Responsibilities

• Manage customer interactions across channels and resolve queries promptly.
• Handle customer cases with accurate updates.
• Support onboarding and maintain strong customer relationships.
• Manage contracts, resolve disputes, and ensure service quality.
• Perform day-to-day administrative tasks per defined processes.
• Follow standard procedures for smooth execution of tasks.
• Escalate complex issues to senior team members.
• Collaborate with internal teams to improve customer experience.

Skills

Email support

English proficiency

Attention to detail

Customer-centric

Education

Bachelor's degree

Job description

This is a Customer Experience operations role where the main responsibility is to support customers after they are onboarded. It involves handling customer queries, managing cases, maintaining relationships, and resolving issues like contracts or disputes. The role is more operational and administrative in nature, where you follow standard processes, handle routine tasks independently, and escalated complex issues when needed. It’s typically an entry to mid-level role, focused on execution, coordination, and ensuring a smooth customer experience.

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.

You will be Responsible for:

• Managing customer interactions across channels and ensuring timely resolution of queries
• Handling customer cases efficiently and maintaining accurate updates
• Supporting customer onboarding and maintaining strong customer relationships
• Managing contracts, resolving disputes, and ensuring service quality
• Performing day-to-day administrative and operational tasks as per defined processes
• Following standard procedures and ensuring smooth execution of tasks
• Escalating complex or non-routine issues to senior team members
• Collaborating with internal teams to support overall customer experience

Qualifications & Eligibility

• Bachelor's degree in any discipline.
• Excellent verbal and written communication skills in English.
• Willingness to work in the 6:30 PM – 3:30 AM shift.
• 2–6 years of experience, preferably in an international contact center/BPO, with a primary focus on email support.
• Strong email writing skills with the ability to draft clear, professional, and grammatically accurate responses.
• Experience in handling customer queries and resolving issues through email while maintaining high quality and service standards.
• Good attention to detail, problem-solving ability, and customer-centric approach.

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].