Ocean Customer Experience Specialist Bahasa Indonesia

A.P. Moller - Maersk; Manila; Sur place; PHP 600 000 - 900 000; Plein temps

Résumé du poste

Maersk is hiring an Ocean Customer Experience Specialist to lead documentation accuracy, CSOP governance, and end-to-end customer support for export/import flows. You will collaborate with stakeholders across shipments, drive process improvements, and provide proactive CX across voice and non-voice channels, including email and calls.

The role requires fluency in Bahasa Indonesia and English, a Bachelor's degree, and willingness to work onsite in Pasig City on a dayshift.

Qualifications

• Fluency in Bahasa Indonesia and English (written and spoken) is required.
• Bachelor's degree in any field.
• Strong attention to detail and stakeholder management.
• Process- and customer outcome-oriented mindset with end-to-end impact understanding.
• 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.

Responsabilités

• 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.
• 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 SOPs and 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.

Connaissances

Bahasa Indonesia & English bilingual

Stakeholder management

CSOP development

Process optimization

Customer Experience (CX)

Systems & tools proficiency

AI literacy

Onsite work readiness

Formation

Bachelor's degree (any field)

Outils

CRM systems

CSOP auditing tools

Description du poste

Job Description:

Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation, we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.

At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organization reflect and understand the customers we exist to serve.

With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.

Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk.

We Offer

This is an exciting career opportunity to work in a multinational, Global 500 company that makes global trade happen. You will be interacting daily with colleagues internationally, giving you the opportunity to develop your professional skills in a global environment. We provide support for you to shape your own career by achieving expertise and learning on the job.

(Bahasa Indonesia) Ocean Customer Experience Specialist

Leads the strategic execution and continuous improvement of Ocean productsby optimizing cost to serve, ensuring first-time customer issue resolution, and driving platform rollout deliver high-performing, customer-centric operations.

Key Responsibilities:

• 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.

Qualifications:

• 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 Customer Standard Operating Procedures (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

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law.
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