Ocean Customer Experience Team Lead
Navi MumbaiFull-time3–6 yrsPosted 4 days ago
Mid-level customer support role at Maersk GSC (India) P.L. in Navi Mumbai. Needs 3+ years and a degree.
About the role
We are looking for a customer-focused Team Leader to manage and develop a Customer Experience team supporting end-to-end Ocean customer service activities. The role is responsible for delivering agreed SLAs and KPIs, improving customer experience, driving operational excellence, and building a highly engaged and capable team.
What you'll do
- Lead and coach a Customer Experience team to deliver high-quality service and customer outcomes
- Ensure timely and accurate execution of processes in line with SLAs, SOPs, KPIs, and quality standards
- Monitor team performance, productivity, quality, customer experience, and operational metrics
- Manage day-to-day customer service operations including case management, customer communication, onboarding, disputes, and escalations
- Drive employee engagement through regular coaching, feedback, performance management, and development
What you need
- Customer service
- Escalation handling
- Performance management
- SOP writing
- Employee engagement
- Problem solving