Process Expert - Inbound calling

A.P. Moller - Maersk; Chennai District; On-site; INR 260,000 - 420,000; Full time

Job summary

A.P. Moller - Maersk in Chennai, India, is seeking professionals for the Inbound Calling CEM Team to handle customer inquiries related to shipment, documentation, and logistics.

You will resolve issues, coordinate with internal teams, and ensure timely and professional customer service throughout the engagement. The role emphasizes accurate documentation, adherence to procedures, and meeting targets for productivity, quality, and customer satisfaction, while opportunities for process

Qualifications

• Handle inbound customer calls professionally and provide timely support for shipment, documentation, and logistics queries.
• Document customer interactions and update systems following established procedures.
• Meet productivity, quality, and customer satisfaction targets while identifying opportunities for process improvements.

Responsibilities

• Assist customers with shipment, documentation and logistics-related queries.
• Resolve customer concerns and coordinate with internal teams for prompt resolution.
• Maintain high service quality and strong communication standards with customers.
• Accurately document interactions and follow established operational procedures.

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.

Customer Experience includes roles that provide services to customers once they are onboarded in the Maersk environment. Activities may include the following (but are not limited to):

• 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 escalation 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.

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