Maersk Group has five core businesses which include Maersk Line, APM Terminals, Maersk Oil and Maersk Drilling and Services and Other Shipping.
Through these companies and several others, the Group employs roughly 89,000 people and generated 47 billion US dollars in revenue in 2013.
When the Global Service Centres (GSC) was established in 1999, the main focus was to provide off shoring opportunities and solutions to the shipping and logistics business units of the Maersk Group, particularly for Maersk Line.
But as the GSCs’ competencies grew, other business units of the Group also started migrating their processes to the Global Service Centres.
The GSCs are located in Manila, Philippines; Chengdu, China; and Pune, Chennai, Mumbai in India handling the service delivery and business relationship management for Maersk Group business units.
As an employee with Maersk GSC
you will be part of a working
environment as diverse as the
Maersk strongly encourages
continuous learning at work and
sharing of best practices by
rewarding innovations. We aren’t
all about work, we believe in a
holistic development of our
employees and so
regularly organize recreational
activities giving our employees a
chance to unwind and showcase
their creative side. As an
organization we strongly believe in
a people-centric approach with
emphasis on employee
engagement and work-life balance
Handle service escalation requests from internal / external customers, either in Spanish or English
Phone call / Chat / E-mail attendance (when and where applicable)
Assist the export / import country Customer Service Agents in handling and resolving customer requests where applicable.
Facilitate completion import documentation and cargo release / delivery order processes
Facilitate pre-arrival and import manifest processes
Work in coordination with country port authorities, other local country CSAs and other service departments on needed follow up to ensure smooth delivery of cargo to the customer as per agreed contract terms.
Assist customers with their issues keeping close communication with our co-workers locally to ensure prompt exception handling.
Deliver customer experience as outlined by HQ Centre Customer Service.
University graduate or bearing similar professional qualification in the same or related field
Minimum 2-year relevant experience in shipping or BPO industry
Experience in handling Customer Service transactions / processes and dealing with direct customers
Fluency in Spanish language is a requirement
We are looking for
Personal excellence, integrity and accountability
High customer centricity mindset
Empathy and rapport building
Sense of urgency in customer issue resolution
Own the issue,
Detailed and result oriented with low tolerance to delays.
Excellent written and spoken English skills. Professional standard in grammar and proper articulation.
Tech savvy and agile to change. Good MS office skills
Ability to work under pressure
Team player, skilled in coordinating and working with different types of colleagues