Job
Description
Maersk is a global leader in integrated logistics, having 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 organization 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. What We Offer: Joining Maersk means a career where you directly contribute to the success of our global operations. We provide ample opportunities for professional and personal growth, encouraging you to join a forward-thinking team that embraces innovation and cutting-edge technologies. You'll collaborate with diverse colleagues, gaining exposure to international business practices, all while benefiting from our commitment to work-life balance and flexible working arrangements. Position Summary: As a Customer Service Representative specializing in inbound calls, you will be the primary point of contact for our valued customers. This role involves interacting with customers via inbound calls (or emails, as needed) to provide customer service support and resolve routine to complex problems regarding Maersk's products or services. You will be instrumental in clarifying customer requirements, probing for understanding, and utilizing decision-support tools to provide appropriate resolutions. We are looking for someone with excellent communication skills in English and a strong customer-centric approach. Key Responsibilities: Customer Interaction: Interface with customers via inbound calls, emails, and other communication channels. Greet customers in a courteous, friendly, and professional manner, using agreed-upon procedures. Issue Resolution: Clarify customer requirements, probe for understanding, and utilize decision-support tools and resources to appropriately provide resolution. You should be able to handle complex queries from customers and resolve them independently. Empathy & Rapport Building: Listen attentively to customer needs and concerns, demonstrate empathy, and maximize opportunities to build rapport. Performance Standards: Ensure service delivered to our customers meets contractual Key Performance Indicators (KPIs). Knowledge & Tool Utilization: Continuously learn and effectively use internal tools and required knowledge to handle customer queries, requests, and complaints efficiently. Customer Satisfaction & Business Performance: Actively participate in activities designed to improve overall customer satisfaction and contribute to enhanced business performance. Sales Enhancement: Offer additional products and/or services to improve sales opportunities where appropriate. Documentation & Information Retrieval: Accurately track, document, and retrieve information for customer queries, requests, and complaints to ensure comprehensive resolution records. Problem-Solving: Demonstrate strong probing and problem-solving skills to address and resolve customer issues effectively. Continuous Improvement: Confirm customer understanding of the solution provided and offer additional customer education as needed to prevent future issues. Candidate Profile: Experience Mandate: Minimum of 2.5 years of inbound call center experience is mandatory. Education: Graduate or Undergraduate in any discipline (specific educational requirements may vary based on job requirements). Customer Service Orientation: Courteous with a strong customer service orientation. Technical Proficiency: Strong computer navigation skills and general PC knowledge. Communication Skills: Ability to effectively communicate, both written and verbally, with excellent English language proficiency. Dependability & Detail: Dependable with strong attention to detail. Adaptability: Skilled in multi-tasking, including the ability to be flexible and adapt to changes quickly. Resilience: Tolerance for repetitive work in a fast-paced, high-production work environment. Teamwork: Ability to work effectively as a team member, as well as independently. Professionalism: Demonstrate patience in all customer contact simulations, including maintaining a pleasant and professional tone and manner. Flexibility: Ability to rotate shifts, as needed. To Apply: 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 [ [HIDDEN TEXT] ].
