Ocean Dispute Resolution Specialist

A.P. Moller - Maersk; Thane; Sur place; INR 600 000 - 1 200 000; Plein temps

Avantages offerts par ce poste

Impact

Opportunity

Innovation

Global exposure

Work-life balance

Résumé du poste

Maersk in Maharashtra, Thane, India is seeking a Customer Experience & Dispute Resolution Specialist. You will own customer issues end-to-end, drive quick dispute resolution, and ensure positive experiences through effective stakeholder management and process excellence.

You will maintain regular customer communication, demonstrate professional language standards, and apply data-backed decision making to resolve disputes while aligning with SOPs and compliance requirements.

Responsabilités

• Maintain regular communication with customers to understand requirements and resolve disputes quickly.
• Own customer issues end-to-end and ensure resolution within 24 hours.
• Demonstrate professional standards in grammar, articulation, and language capabilities.
• Use positive language and empathetic communication to enhance customer experience.
• Understand end-to-end processes and integrate sales and service functions.
• Adhere to SOPs and compliance requirements with attention to detail and error-free documentation.
• Build strong relationships with global stakeholders and cater communication to specific countries.

Description du poste

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 organisation 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.

We are looking for a dynamic and customer-focused professional to join our team as a Customer Experience & Dispute Resolution Specialist. This role requires strong communication skills, problem-solving abilities, and a passion for delivering superior customer outcomes. You will be responsible for owning customer issues, driving quick dispute resolution, and ensuring positive experiences through effective stakeholder management and process excellence.

Your Key Responsibilities:

Customer Communication & Focus

• Maintain regular communication with customers to understand requirements and resolve disputes quickly.
• Demonstrate professional standards in grammar, articulation, and language capabilities.
• Use positive language and empathetic communication to enhance customer experience.

Dispute Management

• Own customer issues end-to-end and ensure resolution within 24 hours.
• Achieve First Time Handling Rate (FTHR) > 70% and eliminate repeat disputes.
• Drive closure with high achievement orientation and accountability.

Problem Solving & Analytical Skills

• Apply detailed, result-oriented approaches with low tolerance for delays.
• Use analytical and data-backed decision-making to resolve issues effectively.
• Ensure sustainable solutions through structured problem-solving.

Process Understanding & Compliance

• Understand end-to-end processes and integrate sales and service functions.
• Adhere to SOPs and compliance requirements with attention to detail and error-free documentation.
• Adapt quickly to changes in processes, systems, and customer requirements.

Stakeholder Management

• Build strong relationships with global stakeholders and cater communication to specific countries.
• Drive customer outcomes through superior stakeholder engagement and collaboration.

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].