Process Expert - Inbound calling

APM Terminals; Chennai District; On-site; INR 300,000 - 420,000; Full time

Job summary

Maersk is seeking an Inbound Calling CEM Team professional to handle customer calls related to shipments, documentation and logistics, delivering timely support and maintaining high service standards. You will document interactions, update systems, and work with internal teams to resolve issues, aiming for fast resolutions while meeting productivity and customer satisfaction targets.

Strong communication, accuracy, and adherence to procedures are essential, with opportunities to contribute to

Qualifications

• Handle inbound customer calls with professionalism and provide timely support.
• Accurately document customer interactions and update systems.
• Coordinate with internal teams to resolve shipment, documentation and logistics queries.

Responsibilities

• Handle inbound customer calls professionally and provide timely support for shipment, documentation, and logistics-related queries.
• Resolve customer concerns, investigate issues, and coordinate with internal teams to ensure prompt resolution.
• Meet productivity, quality, and customer satisfaction targets while identifying opportunities for process improvements.

Skills

Customer service

Call handling

Job description

Inbound Calling CEM Team - Job Summary

Handle inbound customer calls professionally and provide timely support for shipment, documentation, and logistics-related queries. Resolve customer concerns, investigate issues, and coordinate with internal teams to ensure prompt resolution. Deliver a positive customer experience by maintaining high service quality and communication standards. Accurately document customer interactions, update systems, and follow established operational procedures. Meet productivity, quality, and customer satisfaction targets while identifying opportunities for process improvements.

Activities

• Customer channel management
• Case Management
• Customer onboarding and relationship management
• Contract and dispute management
• and more

Administrative stream includes those who primarily support others by performing skilled technical, administrative or operational tasks. Jobs may range from highly supervised entry-level workers, technicians, and administrative staff to experienced individual contributors with robust technical or practical knowledge in specific areas, who have an ability to execute specialized work to support operations. At the top of this career stream, individuals work independently and apply standards, yet can also make departures from established processes to resolve problems. A colleague at this level works on tasks of limited scope and complexity, exercises independent judgment within defined boundaries and guidelines and typically under supervision. The colleague has skills developed through job-related training and on-the-job experience within a specific job discipline. Colleagues have knowledge of standardized work routines and methods, general facts and information but may need to escalat non-routine problems to a more experienced colleague or supervisor. The job requires limited job and business knowledge at the time of hiring.

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.