Night-Shift Ocean CX Specialist (Bilingual)

APM Terminals; Manila; Hybrid; PHP 480,000 - 720,000; Full time

Job summary

Maersk is seeking an Ocean Customer Experience Specialist to deliver high-quality support for ocean products, handling inquiries and resolving cases across import/export processes. You will work with the Mexico team in a bilingual environment (English/Spanish), ensuring timely completion of tasks and adherence to service levels.

The role involves collaboration with global teams, prioritizing multiple cases, and maintaining accurate case records in CM tools.

Qualifications

• Bachelor's degree or equivalent work experience.
• Strong customer service orientation.
• Excellent English and Spanish written and verbal communication skills.
• Ability to work in a fast-paced operational environment.
• Strong attention to detail and organizational skills.
• Ability to manage multiple priorities while maintaining accuracy.
• Willing to work nightshift schedule, hybrid set up but site-based on or before 2027.
• Experience using Salesforce is preferred.
• Experience working with Case Management (CM) tools or ticketing systems.
• Experience in logistics, shipping supply chain, or customer experience operations.
• English and Spanish proficiency required.

Responsibilities

• Manage customer inquiries through email and case management platforms.
• Resolve customer concerns related to import and export shipments.
• Handle requests for invoices, Bills of Lading, shipment documentation, and general ocean logistics inquiries.
• Ensure customer requests are handled accurately and within established service levels.
• Maintain high-quality customer communication and professionalism at all times.
• Process and manage customer cases using designated case management systems.
• Prioritize workload to meet turnaround time and productivity targets.
• Ensure timely updates and resolution of customer cases.
• Accurately document actions taken and maintain complete case records.
• Collaborate with Mexico-based teams and other stakeholders to resolve customer concerns.

Skills

Customer service

Attention to detail

Multitasking

Communication skills

Education

Bachelor's degree or equivalent work experience

Tools

Salesforce

Case Management tools

Job description

Maersk is seeking an Ocean Customer Experience Specialist to deliver high-quality support for ocean products, handling inquiries and resolving cases across import/export processes. You will work with the Mexico team in a bilingual environment (English/Spanish), ensuring timely completion of tasks and adherence to service levels.

The role involves collaboration with global teams, prioritizing multiple cases, and maintaining accurate case records in CM tools.