Business Performance Analyst

☞ Maersk

View: 101

Update day: 06-05-2024

Location: Pune Maharashtra

Category: Other Serving / Cleaner / Maids PG / PB / Reception Event

Industry: Transportation Logistics

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Job content

Welcome to an exciting world of One Team Customer Service, where you will join an ambitious and expanding team of Customer Service Professionals of OTCS, an extended arm of our colleagues across the globe in the front office. This team together with the front office colleagues & Customer Service team focuses on delivering “Best in Class Service & Experience” to our global clientele. This team has an array of responsibility from understanding customer needs to exceeding customer expectations. The ultimate objective of this team is to ensure that we completely satisfy customer needs profitably & create value for us as well as our customers

We offer

As an employee with Maersk GSC you will be part of a working environment as diverse as the APMM group. Maersk strongly encourages continuous learning at work and sharing of best practices by rewarding innovations. We aren’t all about work, we believe in a holistic development of our employees and so regularly organize recreational activities giving our employees a chance to unwind and showcase their creative side. As an organization we strongly believe in a people-centric approach with emphasis on employee engagement and work-life balance

Key responsibilities

  • Deal with and respond to inquiries in E2E process from BPOs and OTCS teams; Ensure a customer centric E2E process is well designed and followed in teams.
  • Cooperate with stakeholders to ensure BPO’s guideline is well delivered and followed in teams;
  • Ensure operational process, system issues sighted are resolved within defined timeline to ensure no/minimum impact to customer/business.
  • As a BPM Analyst you are expected to drive global projects with RCA and ensure we meet process objectives.
  • Perform in-depth analysis aimed at improving service levels, customer satisfaction and quality of output provided.
  • Support on any ad-hoc task for site and area level.

We are looking for

  • Bachelor’s Degree
  • A minimum of 3 plus year’s proven experience in customer service field (service industry desire)
  • Experience in Service Industry
  • To manage customer service process as BPM SPOC with OTCS team and BPO as per Global design
  • To overall monitor and support OTCS team performance against KPIs and take corrective action where necessary
  • To contribute to any process improvement ideas and actions together with OTCS teams and BPOs
  • To support and facilitate the global and area level projects in OTCS
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Deadline: 20-06-2024

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