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Experience & Shift Requirements
Minimum 10 years of overall professional experience, preferably with a strong background in an International BPO / Customer Experience environment.
Prior experience in handling international customers and global processes will be preferred.
Candidates should have excellent communication, customer handling, and stakeholder management skills.
Must be comfortable working in the US shift: 6:30 PM to 3:30 AM IST.
Candidates should be flexible to work in a fast-paced, customer-centric environment and support business requirements.
Team Management & Leadership
Lead and manage a team of 12-20 customer experience associates.
Conduct regular team huddles, coaching sessions, skip-level discussions, and performance reviews.
Drive employee engagement, motivation, and retention initiatives.
Foster a culture of accountability, collaboration, continuous learning, and psychological safety.
Support talent development and succession planning within the team.
Operational Excellence
Ensure achievement of key service delivery metrics and customer commitments.
Monitor daily productivity, workload balancing, queue management, and task allocation.
Manage service recovery and escalation handling for customer-critical issues.
Ensure compliance with established SOPs, work instructions, and governance standards.
Drive process stabilization and support business continuity requirements.
Customer Experience Management
Deliver exceptional customer support through effective case management and timely resolution.
Drive improvements in customer satisfaction and customer experience metrics.
Partner with stakeholders to address recurring customer pain points.
Ensure effective handling of customer queries related to bookings, documentation, shipment milestones, invoicing, and logistics exceptions.
Performance Management
Monitor and improve team performance against KPIs including:
Customer Satisfaction (CSAT)
First Contact Resolution (FCR)
Closed Resolved Rate
Turnaround Time (TAT)
Productivity
Schedule Adherence
Quality Scores
Conduct root cause analysis for performance gaps and implement corrective action plans.
Create and execute performance improvement plans where required.
Stakeholder Management
Act as the key contact between operations, support functions, and business stakeholders.
Communicate operational updates, risks, customer escalations, and business impacts effectively.
Build strong relationships with internal and external stakeholders.
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 accommodationrequests@maersk.com.
