Ocean Customer Experience Specialist

About this role

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Skills you'll use

What you'll do

• 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.

Who can apply

• 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.

Perks & benefits

About Maersk

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