Ocean Customer Experience Specialist - Inbound Calling

APM Terminals; Chennai District; On-site; INR 400,000 - 550,000; Full time

Benefits offered by this job

Global exposure

Flexible working arrangements

Professional growth

Diversity & inclusion

Job summary

Maersk seeks an entry to mid-level Customer Experience operations professional to support customers post-onboarding. The role emphasizes handling queries, managing cases, and maintaining relationships with a focus on executing standard processes and escalating complex issues when needed.

Responsibilities include coordinating with internal teams, handling contracts and disputes, and performing day-to-day administrative tasks to ensure a smooth customer experience.

Qualifications

• Bachelor's degree in any discipline.
• Excellent verbal and written communication skills in English with a neutral accent.

Responsibilities

• 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

Skills

Customer service

Communication

MS Excel

MS Office

Education

Bachelor's degree

Tools

MS Excel

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 escalate 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, with a neutral accent and strong customer handling skills.
• 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 international inbound voice/calling processes.
• Proven experience in handling inbound customer calls, resolving queries, and delivering a high standard of customer service.
• Strong active listening, problem‑solving, and conflict resolution skills with the ability to manage customer interactions professionally.
• Ability to navigate multiple systems while handling customer conversations efficiently.
• Proficiency in MS Office, particularly MS Excel, along with basic computer skills.
• Customer‑centric mindset with the ability to work in a fast‑paced, target‑driven environment.

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].

A.P. Moller - Maersk is an integrated container logistics company working to connect and simplify its customer's supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 100,000 people. With simple end‑to‑end offering of products and digital services, seamless customer engagement and a superior end‑to‑end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere - all over the world. For more information click here. All the way.