Senior Process Expert

Maersk; United States; On-site; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a Customer Service Representative to enhance their global operations. This role involves engaging with customers through inbound calls and emails, ensuring their needs are met with professionalism and empathy. You will have the opportunity to grow within a diverse and inclusive environment, contributing to a team that values innovation and work-life balance. If you thrive in fast-paced settings and have a passion for customer service, this position offers a chance to make a significant impact while developing your career in logistics and trade.

Benefits

Flexible Working Arrangements

Opportunities for Growth and Development

Diversity and Inclusion Initiatives

Qualifications

• Minimum of 2.5 years of inbound call center experience.
• Strong computer navigation skills and ability to communicate effectively.

Responsibilities

• Provide customer service support and resolve routine problems.
• Ensure service meets contractual Key Performance Indicators (KPIs).
• Participate in activities to improve customer satisfaction.

Skills

Customer Service Orientation

Communication Skills

Problem-Solving Skills

Attention to Detail

Multi-tasking

Education

Graduate/Undergraduate

Tools

PC Knowledge

Job description

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 organization 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.

What we offer:

· Impact: Your work will directly contribute to the success of our global operations.

· Opportunity: Maersk provides ample opportunities for growth and development, both professionally and personally.

· Innovation: Join a forward-thinking team that embraces innovation and cutting-edge technologies.

· Global Exposure: Collaborate with colleagues from diverse backgrounds and gain exposure to international business practices.

· Work-Life Balance: We value work-life balance and offer flexible working arrangements to support our employees

Job Description

The Representative Customer Service position interfaces with customers via inbound calls or Emails. This position provides customer service support and resolution of routine problems regarding client's product or services. Language - Good communication skill in English is required

Mandate: Minimum of 2.5 Yrs of Inbound Call Centre Experience

Education - Graduate/Undergraduate

Shift – Night Shift

Week off – Saturday & Sunday

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)

• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer

• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer

• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures

• Learning the Tools & required knowledge in handling the Query / Requests/ Complaints of Customer in solving their issues.

• Participate in activities designed to improve customer satisfaction and business performance

• Offer additional products and/or services to improve on Sales

• Track, document and retrieve information for Customers Q/R/C to resolve.

Candidate Profile

• Graduate / Undergraduate in any discipline (may vary basis the job requirement)

• Courteous with strong customer service orientation

• Strong computer navigation skills and PC Knowledge

• Ability to effectively communicate, both written and verbally

• Dependable with strong attention to detail

• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly

• Tolerance for repetitive work in a fast-paced, high production work environment

• Ability to work as a team member, as well as independently

• Demonstrate patience in all customer contact simulations, including maintaining a pleasant and professional tone and manner

• Ability to rotate shifts, as needed

• Based on location and/or program, additional experience/skills may be required

• Confirm customer understanding of the solution and provide additional customer education as needed

• Demonstrate strong probing and problem-solving skills

• Should be able to handle complex queries from customer and resolve the same independently

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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