This role is part of the Customer Experience (CX) function, focused on delivering high-quality inbound support to U. S. -based customers once they are onboarded into the Maersk ecosystem. The Inbound Customer Service Agent will handle a variety of customer interactions, ensuring timely, accurate, and solution-oriented service.

Key Responsibilities

- Manage inbound customer calls and provide prompt, professional, and accurate assistance.
- Handle customer questions related to bookings, shipments, documentation, charges, and general service inquiries.
- Perform case management activities, including creating, updating, and resolving customer cases in the system.
- Support customer onboarding by guiding them through processes, tools, and available service channels.
- Build and maintain strong customer relationships through clear communication and consistent service delivery.
- Assist with contract-related queries, charge clarifications, and basic dispute management by following established procedures.
- Collaborate with internal teams to ensure smooth issue resolution and escalation handling.
- Maintain strict service standards, including call quality, timeliness, and customer satisfaction metrics.

Role Expectations

- Execute tasks of limited scope and moderate complexity with accuracy and adherence to guidelines.
- Apply defined standards and work routines, while using sound judgment to address common customer scenarios.




- Identify non-routine or complex issues and escalate them to senior colleagues or supervisors as needed.
- Work independently on day-to-day responsibilities, with supervision available for complex cases.
- Ensure proper documentation of customer interactions, actions taken, and follow-ups required.

Required Skills & Experience

- Prior experience in U. S. customer service or inbound contact center operations is preferred.
- Strong verbal communication skills with the ability to articulate solutions clearly and professionally.
- Ability to multitask in a fast-paced setting and manage multiple cases simultaneously.
- Familiarity with standardized workflows, CRM systems, or ticketing tools is an advantage.
- Customer-first mindset with attention to detail, accuracy, and empathy.

Ideal Candidate Profile

- Learns quickly through on-the-job training and applies knowledge effectively.
- Comfortable working with structured processes and escalating issues where appropriate.
- Demonstrates reliability, professionalism, and a commitment to high customer satisfaction.

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📌 Process Expert (Tamil Nadu)
🏢 A.P. Moller - Maersk
📍 Tamil Nadu