Ocean Customer Experience Specialist

About Maersk: Maersk is a global leader in integrated logistics with a rich history of over a century, dedicated to setting new standards in efficiency, sustainability, and excellence. With a presence in 130 countries and a diverse workforce of over 100,000 employees, we shape the future of global trade and logistics through innovation and collaboration.

Overview:

The role is responsible for supporting day-to-day customer experience and administrative operations by executing standardized customer-facing, technical, and operational activities accurately and efficiently. The position involves managing customer channels, cases, onboarding, relationship management, contracts, disputes, and other customer-related activities while ensuring adherence to established processes and service standards. The role requires the ability to work within defined guidelines, exercise judgment on routine matters, resolve issues effectively, and escalate non-routine matters when required.

You will be Responsible for

• Managing customer experience activities, including customer channel management, case management, onboarding, and relationship management.
• Handling customer queries, requests, and cases while ensuring timely and accurate resolution.
• Supporting customer onboarding activities and maintaining effective customer relationships.
• Supporting contract and dispute management activities in line with established processes and guidelines.
• Executing standardized administrative, technical, and operational activities to support business operations.
• Following established procedures, work routines, and methods to ensure consistent and accurate service delivery.
• Managing assigned activities independently within defined scope, processes, and guidelines.
• Applying job-related knowledge and practical skills to execute specialized operational activities.
• Identifying and resolving routine customer and operational issues within established processes.
• Escalating non-routine or complex issues to experienced colleagues or supervisors for appropriate resolution.
• Maintaining accurate records, documentation, and customer information in relevant systems.
• Coordinating with internal stakeholders to ensure timely completion of assigned activities and effective customer support.
• Supporting process improvements and adapting to changes in procedures, systems, and operational requirements.
• Ensuring accuracy, quality, compliance, and timely delivery across assigned customer experience activities.

• Bachelor’s degree in Business Administration, Commerce, Operations, or a related discipline.
• Relevant experience in Customer Experience, Customer Service, Operations, Administration, or a related field.
• Basic understanding of customer service and operational processes.
• Knowledge of standardized work routines, procedures, and methods.
• Strong attention to detail and accuracy.
• Ability to work independently within defined processes and guidelines.
• Good communication, interpersonal, and stakeholder management skills.
• Ability to identify routine issues and escalate non-routine matters appropriately.
• Willingness to learn and develop job-specific technical and operational knowledge.
• Basic proficiency in MS Office applications, particularly Excel.

What We Offer:

• Impact: Your work directly contributes to the success of our global operations.
• Opportunity: Ample opportunities for professional and personal growth.
• Innovation: Join a forward-thinking team embracing cutting-edge technologies.
• Global Exposure: Collaborate with diverse colleagues in an international business environment.
• Work-Life Balance: We value work-life balance and offer flexible working arrangements.

Join Maersk: Embark on a rewarding career journey with Maersk, where you'll contribute to redefining global logistics and trade while advancing your career in a dynamic and inclusive workplace.

Maersk 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.

We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing  [email protected].