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, skilled, 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 robust 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

📌 Process Expert (Chennai)
🏢 Maersk
📍 Chennai