Ocean Customer Experience Specialist

Overview

Supports day-to-day customer experience and administrative operations by executing standardized customer-facing, technical and operational activities accurately and efficiently within defined processes and service standards.

What you'll do

• Manage customer experience activities, including customer channel management, case management, onboarding and relationship management.
• Handle customer queries, requests and cases, ensuring timely and accurate resolution.
• Support customer onboarding activities and maintain effective customer relationships.
• Support contract and dispute management activities in line with established processes and guidelines.
• Execute standardized administrative, technical and operational activities to support business operations.
• Follow established procedures, work routines and methods to ensure consistent and accurate service delivery.
• Manage assigned activities independently within defined scope, processes and guidelines.
• Apply job-related knowledge and practical skills to execute specialized operational activities.
• Identify and resolve routine customer and operational issues within established processes.
• Escalate non-routine or complex issues to experienced colleagues or supervisors.
• Maintain accurate records, documentation and customer information in relevant systems.
• Coordinate with internal stakeholders to ensure timely completion of assigned activities and effective customer support.
• Support process improvements and adapt to changes in procedures, systems and operational requirements.
• Ensure accuracy, quality, compliance and timely delivery across assigned customer experience activities.

What you'll need

• Bachelor's degree in Business Administration, Commerce, Operations or a related discipline.
• Relevant experience in Customer Experience, Customer Service, Operations, Administration or a related field.
• Basic understanding of customer service and operational processes.
• Knowledge of standardized work routines, procedures and methods.
• Strong attention to detail and accuracy.
• Ability to work independently within defined processes and guidelines.
• Good communication, interpersonal and stakeholder management skills.
• Ability to identify routine issues and escalate non-routine matters appropriately.
• Willingness to learn and develop job-specific technical and operational knowledge.
• Basic proficiency in MS Office applications, particularly Excel.

Details

• Location: Airoli, India.