Process Expert

About the Role

This role is part of the Customer Experience (CX) function, focused on delivering high-quality inbound support to U.S.-based customers once they are onboarded into the Maersk ecosystem. The Inbound Customer Service Agent will handle a variety of customer interactions, ensuring timely, accurate, and solution-oriented service.

Key Responsibilities

• Manage inbound customer calls and provide prompt, professional, and accurate assistance.
• Handle customer questions related to bookings, shipments, documentation, charges, and general service inquiries.
• Perform case management activities, including creating, updating, and resolving customer cases in the system.
• Support customer onboarding by guiding them through processes, tools, and available service channels.
• Build and maintain strong customer relationships through clear communication and consistent service delivery.
• Assist with contract-related queries, charge clarifications, and basic dispute management by following established procedures.
• Collaborate with internal teams to ensure smooth issue resolution and escalation handling.
• Maintain strict service standards, including call quality, timeliness, and customer satisfaction metrics.

Role Expectations

• Execute tasks of limited scope and moderate complexity with accuracy and adherence to guidelines.
• Apply defined standards and work routines, while using sound judgment to address common customer scenarios.
• Identify non-routine or complex issues and escalate them to senior colleagues or supervisors as needed.
• Work independently on day-to-day responsibilities, with supervision available for complex cases.
• Ensure proper documentation of customer interactions, actions taken, and follow-ups required.

Requirements & Tech Stack

• Prior experience in U.S. customer service or inbound contact center operations is preferred.
• Strong verbal communication skills with the ability to articulate solutions clearly and professionally.
• Ability to multitask in a fast-paced environment and manage multiple cases simultaneously.
• Familiarity with standardized workflows, CRM systems, or ticketing tools is an advantage.
• Customer-first mindset with attention to detail, accuracy, and empathy.

Ideal Candidate Profile

• Learns quickly through on-the-job training and applies knowledge effectively.
• Comfortable working with structured processes and escalating issues where appropriate.
• Demonstrates reliability, professionalism, and a commitment to high customer satisfaction.

Qualifications

• Graduate of any bachelor's degree.
• Fluent in English with good communication skills.

What We Offer

• Impact: Be part of a team that directly contributes to global operations.
• Opportunity: Unlock professional and personal growth through diverse career pathways.
• Innovation: Work with a team that embraces technology and continuous improvement.
• Global Exposure: Collaborate across geographies and cultures.
• Work-Life Balance: Flexible working arrangements to support your well-being.