We’re looking for a customer-support professional who can operate across global time zones, communicate effectively with diverse English accents, and handle escalations with clear documentation and Root Cause Analysis (RCA). You’ll be the face of our support organization, driving quick resolutions, excellent customer experience, and continuous improvement. As demand scales, you will also help onboard and upskill new team members.
Key Responsibilities
• Global Shift Coverage: Work flexible/rotational shifts to support customers across multiple time zones based on demand.
• Customer Interaction & Soft Skills: Manage inbound requests with empathy, clarity, and professionalism-owning issues end-to-end while maintaining high CSAT.
• Accents & Communication: Effectively understand and communicate with customers across varied English accents (US, UK, APAC, EMEA).
• Case Management: Log, classify, and prioritize tickets; ensure accurate and complete case notes and status updates in the ticketing system (e.g., ServiceNow, Jira, Zendesk, Freshdesk).
• Escalations & RCA: Execute escalation procedures, collaborate with internal teams, document incidents, and produce clear RCA reports with corrective and preventive actions (CAPA).
• Knowledge Documentation: Create and maintain runbooks, SOPs, and knowledge base articles to reduce repeat incidents and improve first contact resolution (FCR).
• Quality & Compliance: Adhere to SLAs/OLAs, incident/severity handling standards, and communication protocols.
• Enablement & Mentoring: Upskill and onboard new resources as the team grows; deliver shadowing plans, quick-start guides, and skill assessments.
• Continuous Improvement: Identify trends from incident data and feedback loops; propose process or tooling improvements.
We are looking for
• Experience: Minimum 3 years of experience
• Shift Flexibility: Proven ability to work rotational/global shifts aligned to customer time zones.
• Communication Excellence: Strong spoken/written English; adept at understanding multiple English accents and adapting style accordingly.
• Customer Handling: Strong soft skills, de-escalation techniques, and professional etiquette; able to manage difficult conversations calmly.
• RCA & Documentation: Hands-on experience documenting incidents, writing RCA reports, and capturing CAPA with clarity and completeness.
• Ticketing & Tools: Experience with at least one service desk/ticketing platform (ServiceNow, Jira Service Management, Zendesk, Freshdesk, etc.).
• Collaboration: Ability to work cross-functionally with engineering/ops to drive timely resolution and updates.
• Problem-Solving: Analytical mindset with attention to detail and ownership.
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.
