Job Description

Individual is hired to resolve Customer disputes on invoiced billed to Customer. He is also


expected to understand the Root cause and help fix the same in the upstream process




1. Analysis disputes received (Basis Target allocated) - Understand what Customer disputing is for


2. Look up all upstream process to fetch data and understand the history of the said shipment


3. Analysis the case and decide on accepting/clarifying or rejecting the case


4. Reach out to relevant coordinators for more information if required


5. Process the amendment in core systems for accept processing


6. Communicate to customer


7. Record complete root cause on reason or dispute
Required Skills:


Good Communication Skills & Ability to use positive language


Good Comprehension & Written Communication


Customer Focus & Owning the customer


Understand Customer requirement and focused on customer outcome


Attitude to go across defined job boundaries for customer resolution


Winning for customer - high achievement orientation


Driven to ensure closure


Superior Stakeholder Management


Responsible to drive Customer outcomes through positive customer experience



Having regular communication with Customers to understand their requirements for a quick dispute resolution.


Problem Solving Skills


o Own the issue, o Detailed and result oriented o Low tolerance to delays.


o Problem solving, analytical and data skills o Data backed decision making


Communication


o Professional standard in grammar and though articulation. (Including Language capabilities)



Communication o Professional standard in grammar and though articulation. (Including Language capabilities)


o Good Comprehension & Written Communication


o Good Communication Skills o Ability to use positive language


Process Understanding


o Ability to understand end to end processes.


o Ability to conduct sales and service together


o Adherence to process and SOPs o Attention to details, complete & error free documentation


o Adapt to change in process (SOP) / Systems


o Ability to understand end to end processes


Stakeholder Mgmt.


o Language capabilities to cater to specific countries


o Experience in direct Stakeholder interactions (Global) preferably



Manage disputes in 24 hrs


FTHR should be > 70%


No - repeat dispute

Candidate requirement:

Minimum

3 years

in

Customer Service

or related client-facing roles.


Must be a minimum

Graduate

(Bachelor's degree)


Language preference -

German

and

English

fluency is mandatory


Ability to switch between languages seamlessly during customer interactions.


Must be comfortable working in European shift


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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