Join Maersk as an Ocean Customer Experience Team Lead in Airoli, India. This full-time role involves leading a customer service team to deliver exceptional service, manage escalations, and drive operational excellence in ocean shipping processes.
Requirements
Graduate degree.
Minimum 3 years of team handling experience in an international calling BPO environment.
Prior hands-on call-taking/voice customer service experience is mandatory.
Shipping and logistics industry experience is an added advantage.
Skills & Responsibilities
People Leadership: Lead and coach the customer experience team to drive employee engagement, performance management, and career development.
Operational Excellence: Ensure timely and accurate execution of processes in line with SLAs, SOPs, KPIs, and quality standards.
Customer Service: Manage day-to-day operations including case management, customer communication, onboarding, disputes, and escalations.
Continuous Improvement: Identify process improvement, simplification, automation, and productivity opportunities.
Potential transition routes: People from customer service supervisor or BPO team lead roles may bring relevant leadership and customer management skills, alongside meeting mandatory call-taking and BPO experience requirements.
Job description
We are looking for a customer-focused Team Leader to manage and develop a Customer Experience team supporting end-to-end Ocean customer service activities. The role is responsible for delivering agreed SLAs and KPIs, improving customer experience, driving operational excellence, and building a highly engaged and capable team.
Key Responsibilities
Lead and coach a Customer Experience team to deliver high-quality service and customer outcomes.
Ensure timely and accurate execution of processes in line with SLAs, SOPs, KPIs, and quality standards.
Monitor team performance, productivity, quality, customer experience, and operational metrics.
Manage day-to-day customer service operations including case management, customer communication, onboarding, disputes, and escalations.
Drive employee engagement through regular coaching, feedback, performance management, and development.
Identify process improvement, simplification, automation, and productivity opportunities.
Manage customer escalations and ensure timely resolution of service issues.
Partner effectively with business stakeholders and cross-functional teams.
Ensure process documentation, controls, compliance, risk management, and business continuity requirements are maintained.
Support capacity planning, workload management, and effective allocation of resources.
Required Experience & Skills
Graduate with relevant Customer Experience/Customer Service experience, preferably within an International BPO environment
Minimum 3 years of Team Handling experience in an International Calling BPO environment, with a proven track record of leading customer service teams, driving performance, and achieving operational KPIs.
Experience within the Shipping and Logistics industry will be considered an added advantage.
In depth understanding of end-to-end Ocean/customer service processes.
Prior hands-on call-taking/voice customer service experience is mandatory.
Previous Team Leader/SME experience with responsibility for coaching and performance management preferred
Strong communication and stakeholder management skills.
Strong analytical and problem-solving capabilities.
Ability to manage customer escalations and work effectively under pressure.
Experience working in a global and multicultural environment preferred.
Customer-centric, result-oriented, and continuous-improvement mindset.
Key Competencies
People Leadership | Customer Centricity | Voice Customer Service | Performance Management | Stakeholder Management | Problem Solving | Continuous Improvement | Operational Excellence
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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