Join Maersk as an Ocean Customer Experience Specialist in Airoli, India, for a full-time role. Your main purpose is to deliver exceptional customer service, resolve inquiries, and collaborate with internal teams to ensure smooth logistics operations.
Requirements
No specific minimum years of experience or degree requirements are explicitly stated in the posting.
Skills & Responsibilities
Customer Communication: Handle a high volume of incoming calls and emails to provide accurate information regarding products, pricing, and delivery times.
Problem-Solving: Resolve customer complaints and issues efficiently to ensure a high level of customer satisfaction.
Internal Collaboration: Work closely with sales, logistics, and operations teams to coordinate and resolve complex customer requests.
Sales & Upselling: Identify and pursue opportunities to upsell and cross-sell additional Maersk services and products.
Potential transition routes: People from retail customer support or hospitality roles may bring strong communication and problem-solving skills, alongside meeting general customer service requirements.
Job description
Handle a high volume of incoming calls, emails, and other communication channels related to Maersk's services and inquiries.
Provide accurate and reliable information to customers regarding Maersk's products, services, processes, pricing, and delivery times.
Resolve customer complaints, issues, and inquiries effectively and efficiently, ensuring a high level of customer satisfaction.
Collaborate with internal teams, such as sales, logistics, and operations, to coordinate and resolve customer requests or concerns.
Accurately record customer interactions and transaction details in the designated Cloud Telephony System.
Continuously develop and maintain a comprehensive understanding of Maersk's offerings, services, and processes to provide up-to-date and precise information to customers.
Identify opportunities to upsell and cross-sell Maersk's additional services and products to customers.
Provide feedback and suggestions for process improvements based on customer interactions and challenges faced during daily operations.
Adhere to established calling standards, including quality assurance measures, call handling protocols, and service level agreements (SLAs).
Meet individual and team performance targets, including call handling metrics, customer satisfaction ratings, and sales targets.
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 accommodationrequests@maersk.com.
