Ocean Customer Experience Specialist - Inbound Calling

Job description

This is a Customer Experience operations role where the main responsibility is to support customers after they are onboarded. It involves handling customer queries, managing cases, maintaining relationships, and resolving issues like contracts or disputes. The role is more operational and administrative in nature, where you follow standard processes, handle routine tasks independently, and escalate complex issues when needed.

It’s typically an entry to mid-level role, focused on execution, coordination, and ensuring a smooth customer experience. At Maersk , we are a global leader in integrated logistics, pioneering the industry for over a century. Our commitment to innovation and transformation continuously redefines the boundaries of what’s possible—setting new benchmarks for efficiency, sustainability, and excellence. We believe in the power of diversity, collaboration, and continuous learning , and strive to ensure our people reflect the customers we proudly serve.

With a workforce of over 100,000 employees across 130 countries, we work together to shape the future of global trade. Join us as we leverage cutting-edge technologies and create global opportunities. Let’s sail together towards a brighter, more sustainable future with Maersk.

You will be Responsible for: Managing customer interactions across channels and ensuring timely resolution of queries Handling customer cases efficiently and maintaining accurate updates Supporting customer onboarding and maintaining strong customer relationships Managing contracts, resolving disputes, and ensuring service quality Performing day-to-day administrative and operational tasks as per defined processes Following standard procedures and ensuring smooth execution of tasks Escalating complex or non-routine issues to senior team members Collaborating with internal teams to support overall customer experience.

Qualifications & Eligibility Bachelor's degree in any discipline. Excellent verbal and written communication skills in English, with a neutral accent and strong customer handling skills. Willingness to work in the 6:30 PM – 3:30 AM shift. 2–6 years of experience , preferably in an international contact center/BPO , with a primary focus on international inbound voice/calling processes . Proven experience in handling inbound customer calls, resolving queries, and delivering a high standard of customer service.

Strong active listening, problem-solving, and conflict resolution skills with the ability to manage customer interactions professionally. Ability to navigate multiple systems while handling customer conversations efficiently. Proficiency in MS Office, particularly MS Excel, along with basic computer skills. Customer-centric mindset with the ability to work in a fast-paced, target-driven environment.

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 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] .