Key Responsibilities
• To execute the export/import/calling customer service processes in the GSC as per Global design
• To manage the export/import team’s performance against KPIs and take corrective action where necessary
• To contribute to team’s optimal performance
• To contribute to continuous improvement of processes within scope of responsibility
Coaching and development:
• Challenges and supports direct reports in developing and implementing Customer service Strategy and adhering to global standards.
Performance:
• Monitors performance against established KPIs and budgets, takes corrective action when necessary and exceed where possible.
• Continuously driver to reduce waste in the CS processes, by analyzing (speaking with) data and recommending improvements to relevant parties.
Export/Import customer service processes:
• Handle service escalation requests from internal/external customers
• Handled voice process Phone call as outbound calling is essential part of the role
Who we are looking for
• Bachelor’s Degree with minimum 2 years' work experience in Inbound/Outbound calling
• Service oriented and focused on managing expectations.
• Sense of urgency and stress handling.
• Ability to work with both internal and external stakeholders across different cultures.
• Team player, empathy and superior interpersonal skills.
• Proficiency verbal and written communication skills (English).
• Experience in Service Industry is desired.
Skills Required:
• Good written and verbal communication skill
• Customer Centric mindset
• Detail oriented ability to perform processes as per predefined design
• With strong Service Mindset
• Team player
• Knowledge of global Maersk Line Customer Service systems
• Has leadership/coaching and change management skills
• With experience in handling Customer Service export and import transactions/processes and
dealing with direct customers/forwarders/brokers will be preferred
• Open to travel as and when it is needed
• Results orientation
• Strong customer knowledge
• Good market and product knowledge
• Customer focus
• Attitude for excellence
• Communication and building relationships
Learning Description:
• You will gain confidence and learn the most efficient way of communicating with different Customers and Partners across the organization
• You will gain a deeper understanding and knowledge of the culture and business of the countries you are responsible for
• You will have in depth experience in initiating improvements in the process applying Maersk PEX methodologies.
• You will be experienced in handling and developing direct reports who could be potential future leaders as well
• You will gain ability to read, analyse & interpret numbers/basic graphs/control charts
• You will be experienced in change management
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.
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