Ocean Customer Experience Team Lead

Maersk; Navi Mumbai; Sur place; INR 550 000 - 900 000; Plein temps

Résumé du poste

Maersk is seeking a customer-focused Team Leader to develop a high-performing Customer Experience team supporting end-to-end Ocean customer service activities. The role emphasizes delivering SLAs, KPIs, and strong customer outcomes while driving operational excellence.

You will lead coaching, performance management, and cross-functional collaboration to enhance customer experience. The position requires hands-on call-taking experience and a proactive improvement mindset.

Qualifications

• Graduate with CX/Customer Service experience.
• Experience in International BPO environments.
• Hands-on call-taking/voice customer service is mandatory.
• Shipping and Logistics industry experience is a plus.

Responsabilités

• 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 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.

Connaissances

Team leadership

Customer experience

SLA/KPI management

Stakeholder management

Performance coaching

Call center operations

Process improvement

Description du poste

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.

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.

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