Customer Experience Agent/Associate

Role Overview

This role focuses on delivering high-quality customer experience for clients once they are onboarded into the Maersk environment. The position sits within the Administrative career stream and involves providing operational, technical, and administrative support to ensure smooth customer interactions, efficient case handling, and effective problem resolution.

Key Responsibilities

• Manage customer channels, ensuring timely and professional responses.
• Handle case management, including tracking, resolving, and escalating issues where required.
• Support customer onboarding processes and maintain strong customer relationships.
• Assist in contract administration and dispute management.
• Execute operational or administrative tasks as per established guidelines and standards.
• Apply independent judgment within defined boundaries to resolve routine problems.
• Escalate complex or non-routine issues to senior colleagues or supervisors.
  

Requirements & Skills

• Knowledge of standardized work routines, methods, and general business practices.
• Ability to perform skilled administrative and operational tasks with accuracy.
• Strong communication and customer service skills.
• Ability to work both independently and under supervision, adhering to established processes.
• Problem-solving skills with the capacity to make process adjustments where necessary.
• Flexibility to learn through job-related training and on-the-job experience.
  

Career Stream Alignment

• Entry to mid-level administrative role.
• Limited scope and complexity of tasks, with opportunities to gain broader expertise over time.
  

Exposure to customer-facing activities with potential for professional growth.

Shift Timings

• Candidates must be open to rotational shifts based on business requirements.
• Typical shifts: 12:00 PM – 9:00 PM or 9:00 AM – 5:00 PM.
  

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 organisation 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.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.