Ocean Customer Experience Lead – End-to-End CX Excellence

Maersk; Manila; Presencial; PHP 400 000 - 660 000; Tempo integral

Resumo da oferta

Maersk is seeking an Ocean Customer Experience Specialist to lead CX improvements, optimize documentation workflows, and manage end-to-end shipment experiences across voice and non-voice channels from Pasig City on a dayshift schedule.

You will collaborate with internal and external stakeholders to ensure regulatory compliance, data accuracy, and high service levels, while driving process improvements and opportunities for upselling within a global logistics environment.

Qualificações

• Fluency in Bahasa Indonesia and English (written and spoken) is required.
• Bachelor’s degree in any field
• Strong attention to detail and stakeholder management skills
• Process- and customer outcome-oriented mindset, including understanding of end-to-end impacts
• Proven experience in developing, maintaining and auditing CSOPs
• Proficiency in relevant systems and tools
• Prior experience in Customer Experience (CX)
• Demonstrated ability to streamline workflows and improve efficiency
• Applicants with AI literacy and adaptability highly preferred
• Must be willing to work onsite in Pasig City; Dayshift schedule

Responsabilidades

• Ensure the timely and accurate completion of all Ocean documentation to meet regulatory and customer requirements
• Oversee and execute documentation amendments with precision and speed to maintain data accuracy
• Drive efficiency in documentation workflows and improve productivity through process optimization
• Maintain and regularly update Customer Standard Operating Procedures (CSOPs) to reflect the latest customer requirements and operational capabilities
• Act as the first point of contact for stakeholders on customer experience (CX)-related matters
• Take full ownership of a defined customer portfolio, managing the end-to-end export and import experience across both voice and non-voice channels, including email handling, phone calls, and proactive tasks (e.g., Agent View and customer onboarding)
• Coordinate effectively with internal and external stakeholders involved in shipment processing to ensure seamless operations
• Provide value-added solutions to customers by leveraging strong business knowledge and process understanding
• Deliver accurate and timely resolutions to customer queries and concerns
• Maintain a customer-centric approach to minimize errors and proactively implement preventive measures to avoid recurrence
• Identify and act on opportunities for upselling and cross-selling where appropriate
• Adhere to all Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs) in daily operations
• Maintain proactive and effective communication by actively participating in client calls to ensure smooth process flow
• Prepare reports and perform additional tasks as assigned by the Team Leader or Manager

Conhecimentos

Fluency in Bahasa Indonesia andEnglish

Stakeholder management

Process-oriented mindset

Customer experience

AI literacy

Formação académica

Bachelor’s degree in any field

Descrição da oferta de emprego

Maersk is seeking an Ocean Customer Experience Specialist to lead CX improvements, optimize documentation workflows, and manage end-to-end shipment experiences across voice and non-voice channels from Pasig City on a dayshift schedule.

You will collaborate with internal and external stakeholders to ensure regulatory compliance, data accuracy, and high service levels, while driving process improvements and opportunities for upselling within a global logistics environment.