Process Expert - Inbound calling

Maersk; Chennai District; On-site; INR 350,000 - 520,000; Full time

Job summary

Maersk is seeking a customer experience professional to handle inbound calls, assist with shipment-related questions, and coordinate with internal teams for quick resolution. The role emphasizes documenting interactions and maintaining high service standards within the Maersk environment.

You will contribute to meeting productivity and quality targets while identifying opportunities to improve processes and customer satisfaction.

Qualifications

• Experience handling inbound customer inquiries in logistics or shipping domains.
• Ability to document interactions and update case records accurately.
• Strong communication skills and commitment to quality service.

Responsibilities

• Handle inbound customer calls and provide timely support for shipments, documentation, and logistics queries.
• Resolve customer concerns, investigate issues, and coordinate with internal teams for prompt resolution.
• Maintain high service quality and communication standards to ensure a positive customer experience.
• Accurately document interactions, update systems, and follow standard operating procedures.

Skills

Customer service

Case management

Onboarding

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 escalat...

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