Process Expert/Senior Process Expert - Pune, India - Maersk

Description

Job Description

Welcome to an exciting world of One Team Customer Service, where you will join an ambitious and expanding team of Customer Service Professionals of OTCX, an extended arm of our colleagues across the globe in the front office. This team together with the front office colleagues & Customer Service team focuses on delivering "Best in Class Service & Experience" to our global clientele. This team has an array of responsibility from understanding customer needs to exceeding customer expectations. The ultimate objective of this team is to ensure that we completely satisfy customer needs profitably & create value for us as well as our customers.

Key responsibilities

• Assist customers with their issues keeping close communication with our co-workers locally in order to ensure prompt exception handling.

• Own the issue with low tolerance to delays.

• Read and reply to correspondence on both internal & Customer's emails within SLA's as defined for the specific communication channel.

• System Workflow attendance and reply within timeframe

• Work along with the team to Achieve Standard CS KPI in line with the GSC flagship projects.

• Take on additional responsibilities such as reports / analysis basis Area requirement

• Take on ADHOC responsibilities basis instructions from Line Manager

Dimensions:

Customer Focus & Ownership

Stakeholder management

We are looking for

•Graduate with 2 – 5yrs of Customer Service Experience

• Empathy and rapport building

• Inquisitive & keen to learn

• Sense of urgency in customer issue resolution

• Professional standard in grammar and though articulation.

• Ability to understand end to end processes.

Technical Skills

• Must have computer experience: Excel, Word, and Power Point

• Good typing speed

• Excellent Communication skills.

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