CHENNAI · FULLTIME
Ocean Customer Experience Team Lead - US
Maersk Global Service Centres
Chennai · onsite · Posted 11d ago
Sourced from
Undisclosed10–15 yrsfulltimeChennai
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Section · 01
About this role
Job Summary
The Team Leader is responsible for leading a team of Customer Experience Associates supporting Ocean customers in the US market through email and chat channels. The role is accountable for driving operational excellence, customer satisfaction, service delivery, productivity, quality, and people development while ensuring adherence to process governance and customer commitments. The Team Leader acts as the first line of leadership, enabling the team to deliver an exceptional customer experience while continuously improving operational performance and employee engagement.
Experience Shift Requirements - Minimum 10 years of overall professional experience, preferably with a strong background in an International BPO / Customer Experience environment.
- Prior experience in handling international customers and global processes will be preferred.
- Candidates should have excellent communication, customer handling, and stakeholder management skills.
- Must be comfortable working in the US shift: 6:30 PM to 3:30 AM IST.
- Candidates should be flexible to work in a fast-paced, customer-centric environment and support business requirements.
- Lead and manage a team of 12-20 customer experience associates.
- Conduct regular team huddles, coaching sessions, skip-level discussions, and performance reviews.
- Drive employee engagement, motivation, and retention initiatives.
- Foster a culture of accountability, collaboration, continuous learning, and psychological safety.
- Support talent development and succession planning within the team.
- Ensure achievement of key service delivery metrics and customer commitments.
- Monitor daily productivity, workload balancing, queue management, and task allocation.
- Manage service recovery and escalation handling for customer-critical issues.
- Ensure compliance with established SOPs, work instructions, and governance standards.
- Drive process stabilization and support business continuity requirements.
- Deliver exceptional customer support through effective case management and timely resolution.
- Drive improvements in customer satisfaction and customer experience metrics.
- Partner with stakeholders to address recurring customer pain points.
- Ensure effective handling of customer queries related to bookings, documentation, shipment milestones, invoicing, and logistics exceptions.
- Monitor and improve team performance against KPIs including CSAT, FCR, Closed Resolved Rate, Turnaround Time (TAT), Productivity, Schedule Adherence, and Quality Scores.
- Conduct root cause analysis for performance gaps and implement corrective action plans.
- Create and execute performance improvement plans where required.
- Act as the key contact between operations, support functions, and business stakeholders.
- Communicate operational updates, risks, customer escalations, and business impacts effectively.
- Build strong relationships with internal and external stakeholders.
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Section · 02
Skills
CSATemail and chatCustomer Experiencecustomer satisfactionEscalation HandlingCustomer Supportbusiness continuitycase managementBusiness RequirementsCustomer QueriesCustomer HandlingEmployee Engagementbpocompliance
Section · Company
About Maersk
Maersk Global Service Centres
Logistics
30k+
employees
1904
122 years old
Bengaluru/Bangalore, Karnataka
India
₹10.2L PA avg
Avg at Maersk
About
A.P. Moller - Maersk is an integrated transport and logistics company; going all the way, together, for our customers and society.
Industries
LogisticsPorts & Shipping
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