Process Expert (Customer Support)

As a Customer Service Representative at Maersk, you will be responsible for handling a high volume of overseas incoming calls, emails, and other communication channels related to Maersk's services and inquiries. Your role will involve providing accurate and reliable information to customers regarding Maersk's products, services, processes, pricing, and delivery times. You will also be expected to resolve customer complaints, issues, and inquiries effectively and efficiently to ensure a high level of customer satisfaction. Key Responsibilities: - Collaborate with internal teams, such as sales, finance, 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. Qualifications Required: - Minimum 1 year of experience in the shipping industry. - Any Graduate. - Strong communication skills in English. Please note that the shift timings for this role are from 1:30 pm to 10:30 pm to support the UK region. This is a regular working mode position, requiring you to work from the office. Immediate joiners are preferred. Should you require any adjustments during the application and hiring process or need special assistance, please reach out to us at accommodationrequests@maersk.com.,