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 customersHandled voice process Phone call as outbound calling is essential part of the roleWho we are looking for
Bachelor’s Degree with minimum 2 years' work experience in Inbound / Outbound callingService 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 skillCustomer Centric mindsetDetail oriented ability to perform processes as per predefined designWith strong Service MindsetTeam playerKnowledge of global Maersk Line Customer Service systemsHas leadership / coaching and change management skillsWith experience in handling Customer Service export and import transactions / processes anddealing with direct customers / forwarders / brokers will be preferred
Open to travel as and when it is neededResults orientationStrong customer knowledgeGood market and product knowledgeCustomer focusAttitude for excellenceCommunication and building relationshipsLearning Description :
You will gain confidence and learn the most efficient way of communicating with different Customers and Partners across the organizationYou will gain a deeper understanding and knowledge of the culture and business of the countries you are responsible forYou 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 wellYou will gain ability to read, analyse & interpret numbers / basic graphs / control chartsYou will be experienced in change managementMaersk 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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