Process Expert/Senior Process Expert

APM Terminals

1 - 6 years

3 - 7 Lacs

mumbai

Posted:21 hours ago| Platform:

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Skills Required

service level senior process expert usage manager quality assurance sales min customer satisfaction legal customer complaints logistics

Work Mode

Work from Office

Job Type

Full Time

Job Description

Handle high volume of Overseas incoming calls, emails, and other communication channels related to Maersks services and inquiries.
Provide accurate and reliable information to customers regarding Maersks 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, 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 Maersks offerings, services, and processes to provide up-to-date and precise information to customers.
Identify opportunities to upsell and cross-sell Maersks 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.

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