Customer Experience Specialist - Spanish

APM Terminals; Manila; On-site; PHP 600,000 - 800,000; Full time

Job summary

APM Terminals is seeking an Ocean Customer Experience Specialist in Manila to deliver exceptional customer service for onboarded customers in the Maersk environment. The role involves managing customer channels, addressing issues, and maintaining strong stakeholder relationships.

The ideal candidate possesses at least 2 years of experience in customer service within shipping or supply chain industries, along with excellent Spanish and English communication skills. This position requires a proactive attitude and the ability to work in a high-pressure environment.

Qualifications

• Passion to drive closures & high-level customer service orientation.
• Excellent oral and written English communication skills.
• Strong time management to complete tasks on time.
• Ability to work under pressure to cope with periods of high workload.

Responsibilities

• Manage customer channels and case management.
• Assist customers with issues and ensure prompt handling.
• Maintain strong relationships with all stakeholders.

Job description

Ocean Customer Experience Specialist – Spanish

Key responsibilities include customer experience services for onboarded customers in the Maersk environment. Activities may include the following:

• Customer channel management
• Case management
• Customer onboarding and relationship management
• Assist customers with issues, keeping close communication with local or overseas co‑workers to ensure prompt handling of exceptions or concerns.
• Deliver a positive customer experience for all customers and ensure a smooth execution of the end‑to‑end shipment lifecycle by working closely with the customer and internal teams.
• Be responsible for customer satisfaction and have experience with customer interaction.
• Understand customers' business drivers, needs and requirements and build strong relationships with all stakeholders including offshore GSC teams.
• Handle incoming customer service queries, issues and exception management.
• May support the Customer Experience Partner and internal teams.
• Attend to export‑ or import‑specific processes as assigned in the team, namely: complete import/export process, complying with SLAs and global process design; facilitate completion of documentation process, close open export and import tasks; support proactive activities that facilitate smooth cargo readiness and delivery order to ensure high levels of customer experience and avoid additional costs; work in close coordination with Area Partners to ensure smooth delivery of cargo to the customer as per agreed contract terms.

Skills & Competencies

• Passion to drive closures & high‑level customer service orientation – Customer Centricity.
• Excellent oral and written English communication skills, with the ability to communicate confidently for coordination with stakeholders.
• Demonstrates strong communication capabilities in an international environment.
• Able to work with different cultures and people, including phone calls.
• Strong time management to complete tasks on time.
• Keen to detail; a proactive attitude to foresee irregularities and propose alternative solutions.
• Ability to work under pressure to cope with periods of high workload and tight timelines.

Qualifications

• Graduate of any 4‑year bachelor's degree (preferably Logistics/Customs Administration).
• At least two (2) years’ experience in customer service transactions/processes and dealing with direct customers in shipping/forwarding/supply chain industries.
• Excellent Spanish and English communication skills both written and verbal.
• Knowledge of Salesforce/SAP and MS Excel is an advantage.
• Above‑average stakeholder management skills.
• Amenable to work during Philippine holidays.
• Willing to work midshift, site‑based working arrangement.

Functional & Technical Competency

• Proficient in Transportation Management Systems and Cargo planning.
• Advanced skills in MS Excel; with experience in reporting through MS Excel.

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