Ocean Customer Experience Team Lead - Korean Speaker
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From Maersk’s original posting
Job Description Summary Leads the execution of Ocean Customer Experience operations within a defined team scope by driving performance management, ensuring high-quality customer issue resolution, and supporting continuous process improvements. Acts as a bridge between strategy and execution to deliver consistent, customer-centric outcomes Accountabilities •Execution of Ocean CX strategy within team scope •Team performance management (productivity, quality, SLA, engagement) •First-time customer issue resolution at team level •Continuous improvement of operational processes within team scope •Support rollout and adoption of systems/platforms •People management and capability development Critical Tasks •Translate operational goals into daily/weekly team plans and monitor execution •Manage team performance through KPIs, coaching, and regular follow-ups •Ensure timely and high-quality customer issue resolution with minimal escalations •Identify process gaps and drive improvement initiatives within the team •Support system and platform rollout by ensuring team readiness and adoption •Act as escalation point and coordinate with stakeholders to resolve blockers •Stakehder management…
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