Process Expert

A.P. Moller - Maersk

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

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.

Required Skills & Experience

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.

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.

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