Customer Service Representative

Responsible

• Handle inbound and outbound communications with customers, client personnel, delivery teams, carrier partners, and internal stakeholders via phone, email, and SMS.
• Assess customer needs and provide timely, accurate, and effective solutions to delivery-related inquiries, issues, and exceptions.
• Troubleshoot delivery exceptions in coordination with delivery and carrier teams, including customer availability concerns, route challenges, locating delivery addresses, go-backs, and communicating revised delivery timeframes.
• Monitor assigned delivery routes and teams in real time to support adherence to planned schedules, on-time performance, and successful delivery execution.
• Provide real-time route status updates and proactively communicate delivery exceptions, delays, and risks to relevant stakeholders.
• Report and escalate route and delivery issues as appropriate, coordinating with field operations, carrier teams, and other stakeholders to drive timely resolution.
• Collaborate with field operations and carrier partners to resolve operational challenges and maintain service continuity.
• Deliver intraday updates and reports on route performance, delivery status, and operational exceptions.
• Conduct proactive follow-up with customers following exception-based resolutions to confirm satisfaction and ensure a positive customer experience.
• Support carrier compliance with operational standards, service expectations, and customer requirements.
• Meet defined customer service, dispatch, and operational KPI targets within established service levels.
• Apply company values, policies, and service standards in all customer and stakeholder interactions.

Accountable

• Timely and accurate resolution of delivery issues and exceptions impacting customer experience.
• Consistent achievement of customer service, dispatch, and operational KPI targets.
• Effective route monitoring, issue escalation, and coordination across stakeholders to ensure successful last-mile delivery execution.
• Maintenance of high levels of customer satisfaction through proactive communication, follow-up, and service recovery efforts.
• Support of carrier compliance with operational standards, delivery commitments, and customer expectations.

Required qualification, experience & skills

• Excellent written and spoken communication skills
• Bachelor’s degree or an equivalent qualification is required.
• Minimum 2 years of customer service experience preferred in a BPO space; direct call-handling experience required.
• Strong verbal and written communication skills with the ability to provide precise, actionable information.
• Strong organization, time management, multitasking, and prioritization skills.
• Self-motivated, customer-focused, collaborative, and solutions-oriented.

Required Business/ Technical Knowledge

• Microsoft Office Suite proficiency, including Excel, Word, and Outlook.
• Knowledge of last-mile logistics, transportation, or control tower operations preferred.
• Customer service and dispatch KPI awareness within defined service levels.
• Real-time route monitoring, issue escalation, and coordination with field and carrier teams.
• Ability to use telephony, customer management, and routing systems throughout the workday.
• Ability to work independently within established guidelines and apply judgment to routine delivery issues.

Key measures

• Customer service and dispatch KPI achievement within defined service levels.
• Timely customer contact and issue resolution.
• On-time route monitoring and dispatch execution.
• Accuracy and timeliness of intraday route updates.
• Compliance with operational standards and customer expectations.

Shift Timings

• Flexibility to work in rotational shifts, including night shifts, based on business requirements.
• Willingness to work in a 5-day workweek schedule, which may include weekends as part of the roster.

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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