Ocean Customer Experience Specialist

Overview

Customer-facing role handling inbound calls, emails and other channels for Maersk's services and inquiries.

What you'll do

• 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.

Nice to have

• Minimum 2 years of work experience, preferably in an international call center environment.
• Experience handling customer interactions over the phone and providing effective customer support.
• Strong communication and problem-solving skills with a customer-centric approach.

Details

• Location: Airoli, India.