Ocean Customer Experience Team Lead

Maersk; Airoli; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Maersk is seeking a customer-focused Team Leader to manage and develop a Customer Experience team supporting end-to-end Ocean customer service activities. The role is responsible for delivering SLAs and KPIs, improving customer experience, driving operational excellence, and building a highly engaged and capable team.

You will lead and coach the team to ensure high-quality service, monitor performance against KPIs, and collaborate with cross-functional stakeholders to maintain process

Qualifications

• Graduate with relevant Customer Experience/Customer Service experience.
• Minimum 3 years of Team Handling experience in an International Calling BPO environment, with a proven track record of leading customer service teams, driving performance, and achieving operational KPIs.

Responsibilities

• Lead and coach a Customer Experience team to deliver high-quality service and customer outcomes.
• Ensure timely and accurate execution of processes in line with SLAs, SOPs, KPIs, and quality standards.
• Monitor team performance, productivity, quality, customer experience, and operational metrics.
• Manage day-to-day customer service operations including case management, customer communication, onboarding, disputes, and escalations.
• Drive employee engagement through regular coaching, feedback, performance management, and development.
• Identify process improvement, simplification, automation, and productivity opportunities.
• Manage customer escalations and ensure timely resolution of service issues.
• Partner effectively with business stakeholders and cross-functional teams.
• Ensure process documentation, controls, compliance, risk management, and business continuity requirements are maintained.
• Support capacity planning, workload management, and effective allocation of resources.

Skills

Team leadership

Customer service

SLA/KPI management

Stakeholder management

Coaching & development

Analytical problem solving

Continuous improvement

Education

Graduate with relevant CX/CS experience

Job description

We are looking for a customer-focused Team Leader to manage and develop a Customer Experience team supporting end-to-end Ocean customer service activities. The role is responsible for delivering agreed SLAs and KPIs, improving customer experience, driving operational excellence, and building a highly engaged and capable team.

Key Responsibilities

• Lead and coach a Customer Experience team to deliver high-quality service and customer outcomes.
• Ensure timely and accurate execution of processes in line with SLAs, SOPs, KPIs, and quality standards.
• Monitor team performance, productivity, quality, customer experience, and operational metrics.
• Manage day-to-day customer service operations including case management, customer communication, onboarding, disputes, and escalations.
• Drive employee engagement through regular coaching, feedback, performance management, and development.
• Identify process improvement, simplification, automation, and productivity opportunities.
• Manage customer escalations and ensure timely resolution of service issues.
• Partner effectively with business stakeholders and cross-functional teams.
• Ensure process documentation, controls, compliance, risk management, and business continuity requirements are maintained.
• Support capacity planning, workload management, and effective allocation of resources.

Required Experience & Skills

• Graduate with relevant Customer Experience/Customer Service experience, preferably within an International BPO environment
• Minimum 3 years of Team Handling experience in an International Calling BPO environment, with a proven track record of leading customer service teams, driving performance, and achieving operational KPIs.
• Experience within the Shipping and Logistics industry will be considered an added advantage.
• In depth understanding of end-to-end Ocean/customer service processes.
• Prior hands‑on call-taking/voice customer service experience is mandatory.
• Previous Team Leader/SME experience with responsibility for coaching and performance management preferred
• Strong communication and stakeholder management skills.
• Strong analytical and problem‑solving capabilities.
• Ability to manage customer escalations and work effectively under pressure.
• Experience working in a global and multicultural environment preferred.
• Customer‑centric, result‑oriented, and continuous‑improvement mindset.

Key Competencies

• People Leadership
• Customer Centricity
• Voice Customer Service
• Performance Management
• Stakeholder Management
• Problem Solving
• Continuous Improvement
• Operational Excellence

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.