Process Expert

As a Process Expert in the Customer Experience function at Maersk, you will handle a variety of customer interactions, ensuring timely, accurate, and solution-oriented service for U.S.-based customers. You will manage case activities and support customer onboarding.

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.

Requirements

• Graduate of any bachelor's degree.

• Fluent in English with good communication skills.

• 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.

• Familiarity with standardized workflows, CRM systems, or ticketing tools is an advantage.