Process Expert (Customer Support)
- India
- Permanent
- Full-time
- Handle high volume of Overseas incoming calls, emails, and other communication channels related to Maersk's services and inquiries.
- Provide accurate and reliable information to customers regarding Maersk's 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 Maersk's offerings, services, and processes to provide up-to-date and precise information to customers.
- Identify opportunities to upsell and cross-sell Maersk's 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.
- Requirement:
- Experience – Min 1 year in shipping industry
- Qualification – Any Graduate
- Skills – Strong Communication in English
- Shift timings – 1:30 pm to 10:30 pm (Supporting UK region)
- Mode of working - Regular (work from office)
- Immediate joiners preferred