Job Summary

In this role you will be challenged to own and manage the full customer experience. This includes proactively monitoring and managing the end-to-end shipment cycle in compliance with company procedures to ensure that the cargo is transported as per the transport plan promised to the customer.

Key Responsibilities

- Own customer issues and engage relevant stakeholders as required to facilitate timely and effective solutions
- Work with our extended Customer Experience team (based in South Africa) to ensure the smooth execution of the end-to-end shipment lifecycle and high-quality service levels for our customer
- Through proactive and efficient teamwork, you will reduce the need for service recovery by anticipating and solving problems before they happen
- Deliver proactive customer service by tracking shipments and notifying customers of relevant deviations from the schedule, including potential solutions or alternatives
- Where there is a risk to the customer experience, you will address the root cause - constantly seeking ways to improve our service.
- Act as a primary contact for customers with the end goal to build strong relationships and gain an understanding of their business, service needs and drivers




- Use your relationship building skills and fantastic customer service to increase revenue, by growing our customers' business and promoting added value services

Who we are looking for

- Having good voice experience and ability to handle back-to-back inbound calls, emails chat throughout a day/week/month with emails from owned/area customers/accounts.
- A strong customer service background, with proven success in a similar role
- Passion for customer satisfaction and service excellence.
- Shipping experience is essential
- Ability to use rigorous logic and methods to solve difficult problems with effective solutions to be someone who can eliminate roadblocks and maintain focus
- A flair for learning quickly when facing new problems, enjoys the challenge of unfamiliar tasks and is comfortable with managing multiple systems
- Motivated by achieving results, and accustomed to high performance KPIs
- Strong commercial awareness and positive sense of communication
- The ability to build rapport and use diplomacy and tact to defuse high tension situations comfortably through a flexible approach/attitude.

Qualifications

- Graduate of any bachelor's degree.
- Fluent in English with good communication skills.

📌 Ocean Customer Experience Specialist (Chennai)
🏢 A.P. Moller - Maersk
📍 Chennai