Sr. Process Expert / Process Expert

Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, lets sail towards a brighter, more sustainable future with Maersk.

The ideal candidate should possess 3-5 years of experience in handling incoming calls and emails efficiently.

Key Responsibilities

1. Handle a high volume of incoming calls, emails, and other communication channels related to Maersks services and inquiries.
2. Provide accurate and reliable information to customers regarding Maersks products, services, processes, pricing, and delivery times.
3. Resolve customer complaints, issues, and inquiries effectively and efficiently, ensuring a high level of customer satisfaction.
4. Collaborate with internal teams, such as sales, logistics, and operations, to coordinate and resolve customer requests or concerns.
5. Accurately record customer interactions and transaction details in the designated Cloud Telephony System.
6. Continuously develop and maintain a comprehensive understanding of Maersks offerings, services, and processes to provide up-to-date and precise information to customers.
7. Identify opportunities to upsell and cross-sell Maersks additional services and products to customers.
8. Provide feedback and suggestions for process improvements based on customer interactions and challenges faced during daily operations.
9. Adhere to established calling standards, including quality assurance measures, call handling protocols, and service level agreements (SLAs).
10. Meet individual and team performance targets, including call handling metrics, customer satisfaction ratings, and sales targets.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. .

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