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Private Jobs / Private Sector
Maersk Hiring for Customer Experience Partner at Chennai Full Time
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The role entails answering customer enquiries (primarily via phones) in compliance with all company procedures and regulatory requirements. The candidate is expected to resolve issues and proactively guide customers regarding their shipments whilst providing industry leading customer experience, in order to increase customer satisfaction and improve our Net Promoter Score (NPS).
- Respond to customer enquiries, primarily via phones but also emails.
- Take ownership of customer issues and act as their advocate with internal stakeholders
- Target immediate and first-time resolution and create cases where not possible
- Identify improvement opportunities that positively impact customer experience and lower operational costs
- Identify root causes when customer expectations are not met, advise management of potential service failures and/or trends.
- Always perform in a manner consistent with & loyal to the A.P. Moller Maersk values.
Education & Experience
- Bachelor’s degree,
- 6-9+ years of work experience with preferably with call centre back experience and direct customer facing
- Experience working in a global business environment with global stakeholders
- Proven customer and stakeholder management experience and exposure to senior leadership.
Key Skills
- The desired candidate should be passionate about communicating with customers and possess an empathetic/ownership mindset
- Should have the skill to interact and communicate with all levels of Leadership
- Should possess active listening skills and be unafraid to ask questions
- Should possess exceptional written and verbal communication skills
- Should possess the ability to work independently with an innovative mindset
- Should be a self-starter and a team player
- Should work with a strong sense of urgency and time management
- Must be flexible to work in US shift timings.