Customer Experience Specialist

Marcura; Philippines; On-site; PHP 420,000 - 540,000; Full time

Benefits offered by this job

Competitive salary

Inclusive onboarding

Wellness zone

Global opportunities

Diverse culture

Job summary

Marcura, a global provider in maritime services, seeks a Customer Experience Specialist to be the primary contact for our global clientele. You will guide customers through our product ecosystem, delivering world-class assistance and resolving inquiries with empathy and precision.

Responsibilities include multi-channel support, navigating ShipServ products, collaborating with internal teams, and contributing to knowledge bases.

Qualifications

• 2+ years in Customer Support
• Experience in shipping or logistics preferred
• Ability to multi-task and work independently
• Strong written and verbal communication skills
• Detail-oriented and organized

Responsibilities

• Deliver efficient, professional service across chat, email, and phone with First Contact Resolution (FCR)
• Assist customers in navigating ShipServ’s products to maximize platform value
• Resolve complex queries by following guidelines and collaborating with internal teams
• Liaise with departments to address evolving customer needs and provide seamless support
• Monitor for system issues and escalate as needed according to protocols
• Maintain professional writing and phone etiquette in all interactions
• Record customer interactions in CRM to identify trends and improve service
• Contribute to internal knowledge bases and FAQs for self-service options

Skills

Excellent communication

Written & spoken English

Customer service excellence

CRM experience (Salesforce/HubSpot)

Multi-tasking

Tools

Microsoft Office (Outlook, Excel, Word, PowerPoint)

Job description

A dedicated Customer Experience Specialist to serve as the primary point of contact for our global clientele. In this role, Specialist will ensure customers receive world-class assistance, guiding them through our product ecosystem and resolving technical or procedural inquiries with precision and empathy.

Responsibilities

• Deliver efficient, professional, and courteous service across chat, email, and phone, aiming for First Contact Resolution (FCR)
• Expertly assist customers in navigating ShipServ’s products and services to ensure they maximize the platform's value
• Resolve complex customer queries by following established guidelines and collaborating with internal teams
• Liaise with other departments to address evolving customer needs and provide seamless end-to-end support
• Proactively monitor for system abnormalities and elevate technical issues according to company protocols
• Maintain high standards of business writing and professional phone etiquette in all interactions
• Maintain accurate records of customer interactions within CRM tools (SalesForce/HubSpot) to identify recurring trends and improve service delivery
• Contribute to the development of internal knowledge bases or "Frequently Asked Questions" (FAQs) to empower customers with self-service options

• At least 2 years of experience in Customer Support and Queue Management, ideally within the shipping or logistics industry
• Strong attention to detail, organized, ability to multi-task & to work independently.
• Should be process-oriented
• Excellent communication skills; both oral and written
• At least 2 years’ experience in Customer Support
• Ability to build and maintain a positive relationship with clients
• Excellent communication skills
• Excellent in customer service skills and orientation
• Proficient in Microsoft Office applications, especially Outlook, Excel, Word & PowerPoint.
• Amenable to work in shifting schedule
• Problem-Solving and Analytical Skills
• Has at least a basic Industry Knowledge (Procurement Process/ Maritime)

• Competitive Salary and Bonus: We reward your expertise and contributions.
• Inclusive Onboarding Experience: Our onboarding program is designed to set you up for success right from day one.
• Marcura Wellness Zone: We value your work-life balance and well-being.
• Global Opportunities: Be part of an ambitious, expanding company with a local touch.
• Diverse, Supportive Work Culture: We’re committed to inclusion, diversity, and a sense of belonging for all team members.