Process expert/Sr. Process Expert/Specialist

Maersk; Pune District; On-site; INR 600,000 - 900,000; Full time

Job summary

Maersk is seeking a Customer Experience Agent in Pune, India to own and manage the full customer experience across the end-to-end shipment cycle. You will monitor and coordinate delivery plans with stakeholders to ensure cargo moves as promised and customers are informed of deviations with practical solutions.

The role emphasizes strong communication, a background in customer service, and shipping experience, with a focus on maintaining high service levels and building durable customer

Qualifications

• Good voice experience handling inbound calls, emails and chat across multiple channels.
• Strong customer service background with proven success in a similar role.
• Experience in shipping is essential.
• Ability to use logic and methods to solve problems and remove roadblocks.
• Able to learn quickly and handle multiple systems with a flexible approach.

Responsibilities

• Own customer issues and work with stakeholders to provide timely solutions.
• Coordinate with the extended Customer Experience team to ensure end-to-end shipment lifecycle is executed smoothly.
• Anticipate problems and reduce the need for service recovery through proactive teamwork.
• Provide proactive service by tracking shipments and notifying customers of deviations with potential solutions.
• Address root causes when there is risk to customer experience and seek improvements in service.
• Build rapport with customers to understand business needs and drive added-value services to grow their account.
• Maintain high performance by staying focused on KPIs and delivering exceptional customer service.

Skills

Voice experience

Customer service

Shipping experience

Communication skills

Problem solving

Job description

Job Description – Customer Experience Agent

In this role you will be challenged to own and manage the full customer experience. This includes proactively monitoring and managing the end-to-end shipment cycle in compliance with company procedures to ensure that the cargo is transported as per the transport plan promised to the customer.

We Offer You will gain industry knowledge, international experience, strong communication skills and techniques relevant to customer experience. This will equip you with the competencies required for customer-facing roles, deepen your potential and broaden your career development as well as contribute to your team’s and organization's success.

Key Responsibilities

• Own customer issues and engage relevant stakeholders as required to facilitate timely and effective solutions
• Work with our extended Customer Experience team (based in South Africa) to ensure the smooth execution of the end-to-end shipment lifecycle and high-quality service levels for our customer
• Through proactive and efficient teamwork, you will reduce the need for service recovery by anticipating and solving problems before they happen
• Deliver proactive customer service by tracking shipments and notifying customers of relevant deviations from the schedule, including potential solutions or alternatives
• Where there is a risk to the customer experience, you will address the root cause - constantly seeking ways to improve our service.
• Act as a primary contact for customers with the end goal to build strong relationships and gain an understanding of their business, service needs and drivers
• Use your relationship building skills and fantastic customer service to increase revenue, by growing our customers’ business and promoting added value services

Who we are looking for

A candidate with the following attributes:

• Having good voice experience and ability to handle back-to-back inbound calls, emails & chat throughout a day/week/month with emails from owned/area customers/accounts
• A strong customer service background, with proven success in a similar role
• Passion for customer satisfaction and service excellence
• Shipping experience is essential
• Ability to use rigorous logic and methods to solve difficult problems with effective solutions to be someone who can eliminate roadblocks and maintain focus
• A flair for learning quickly when facing new problems, enjoys the challenge of unfamiliar tasks and is comfortable with managing multiple systems
• Motivated by achieving results, and accustomed to high performance KPIs
• Strong commercial awareness and good sense of communication
• The ability to build rapport and use diplomacy and tact to defuse high tension situations comfortably through a flexible approach/attitude

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.