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Process Expert

  • Job
    Full-time
    Entry, Junior, Mid & Senior Level
  • Customer Relations
    Logistics
  • Chennai
  • Quick Apply

AI generated summary

  • You must be willing to work night shifts, communicate effectively, manage complex systems, multitask, be customer-focused, self-driven, and assertive in driving actions and escalating issues.
  • You will monitor CRM systems, respond to customer inquiries, coordinate issue resolution, collaborate with teams, ensure quality standards, and liaise with stakeholders to enhance customer satisfaction.

Requirements

  • Willingness to work in perpetual night shifts.
  • Excellent communication skills, both written and spoken.
  • Comfort working with complex and multiple systems.
  • Strong multitasking ability.
  • Customer-centric approach with a proactive improvement mindset.
  • Self-driven, ambitious, and quick to learn.
  • Assertiveness to drive timely actions and escalate issues when necessary.

Responsibilities

  • Monitor CRM and Maersk systems for new email flags and customer responses.
  • Respond to customer inquiries by coordinating with various internal departments.
  • Ensure effective issue resolution and maintain accountability for completing emails/tasks within the defined regional scope.
  • Collaborate closely with Customer Service teams in front-line offices and other Global Service Center teams.
  • Provide First Contact Resolution to minimize multiple contacts from customers.
  • Maintain high levels of Quality, NPS (Net Promoter Score), and C-SAT (Customer Satisfaction).
  • Liaise effectively with internal and external stakeholders.

FAQs

What are the primary responsibilities of a Process Expert at Maersk?

The primary responsibilities include monitoring CRM and Maersk systems for customer responses, responding to inquiries by coordinating with internal departments, ensuring effective issue resolution, collaborating with Customer Service teams, providing First Contact Resolution, maintaining high customer satisfaction levels, and liaising effectively with stakeholders.

Are night shifts required for this position?

Yes, the position requires a willingness to work in perpetual night shifts.

What qualifications are necessary for the Process Expert role?

Necessary qualifications include excellent communication skills, comfort with complex systems, strong multitasking abilities, a customer-centric approach, a proactive improvement mindset, self-motivation, and assertiveness to drive timely actions.

What is the expected mindset of a candidate applying for this position?

We are looking for a dedicated individual who thrives in dynamic environments, exhibits a problem-solving attitude, and has a passion for delivering exceptional customer service.

What measures of customer satisfaction are emphasized in this role?

The role emphasizes maintaining high levels of Quality, Net Promoter Score (NPS), and Customer Satisfaction (C-SAT).

How does Maersk approach workplace diversity?

Maersk is committed to a diverse and inclusive workplace, embracing different styles of thinking and ensuring that the organization reflects and understands its customers.

Is assistance available during the application process if needed?

Yes, Maersk is happy to support candidates in need of adjustments during the application and hiring process. They can contact accommodationrequests@maersk.com for assistance.

Transportation
Industry
10,001+
Employees

Mission & Purpose

Maersk is a global leader in integrated container logistics, providing comprehensive shipping and supply chain services. The company specialises in container shipping, port operations, and supply chain management, helping businesses around the world move goods efficiently and reliably. Maersk's ultimate mission is to simplify global trade and make it more sustainable, enabling businesses to connect with markets across the globe. Their purpose is to drive the global economy forward by offering seamless, end-to-end logistics solutions that reduce complexity, increase efficiency, and promote environmental sustainability in international trade.