Ocean Customer Experience Team Leader

Maersk Global Service Centres Philippines Limited; Pasig; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Maersk Global Service Centres Philippines Limited is seeking an Ocean Customer Experience Team Leader to ensure exceptional customer service and a consistent customer experience across all touchpoints. The role leads and develops the CX team, drives customer satisfaction, resolves escalated concerns, and continuously improves service processes to support business objectives.

The position requires a 4-year degree, 7+ years in CX or related leadership roles in logistics, and willingness to work

Qualifications

• Graduate of a 4-year degree program.
• Proficiency in Salesforce CM and customer support platforms.
• 7+ years in CX, operations, or commercial leadership in logistics or shipping.
• Willing to work onsite in Pasig City and mid-shift.

Responsibilities

• Lead and develop the CX team to deliver exceptional service.
• Drive customer satisfaction across touchpoints.
• Monitor performance metrics and report CSAT, NPS, FCR.
• Identify gaps and implement process improvements.
• Advocate for customers and maintain service quality.
• Ensure rigorous quality assurance.
• Collaborate with cross-functional teams to optimize operations.

Skills

Team Management

Customer Service Excellence

Performance Monitoring

Process Improvement

Customer Advocacy

Quality Assurance

Cross-Functional Collaboration

Education

Bachelor's degree

Tools

Salesforce CM

Excel

PowerPoint

Word

GCSS

COMET

SOLAR

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.

Ocean Customer Experience Team Leader

The Customer Experience (CX) Team Leader to ensure the delivery of exceptional customer service and a consistent customer experience across all customer touchpoints.

The role is responsible for leading and developing the CX team, driving customer satisfaction, resolving escalated customer concerns, and continuously improving service processes to support the organization's business objectives and customer retention goals.

Key Responsibilities

The position aims to achieve high levels of customer satisfaction, loyalty, and operational efficiency by monitoring team performance, analyzing customer feedback, identifying service gaps, and implementing corrective actions.

• Team Management
• Customer Service Excellence
• Performance Monitoring & Reporting ( CSAT, NPS, FCR, etc)
• Process Improvement
• Customer Advocacy
• Quality Assurance
• Cross-Functional Collaboration

Required Qualification, Experience and Skills

• Graduate of 4 year course
• Language proficiency for the respective supported Area a plus
• 7+ years’ experience in Customer Experience, Operations, or Commercial leadership roles
• Proven track record leading CX or service organizations in logistics, supply chain, shipping, or complex service industries
• Willing to work onsite in Pasig City
• Willing to work on a midshift schedule

Required Business and Technical Knowledge

• Understanding of key business performance indicators, including Customer Satisfaction (CSAT), Net Promoter Score (NPS), Customer Effort Score (CES), First Contact Resolution (FCR), and Service Level Agreements (SLAs).
• Proficiency in Salesforce (CM) systems and customer support platforms
• GCSS
• COMET
• SOLAR
• Proficiency in Microsoft Office applications, particularly Excel, PowerPoint, and Word
• Understanding of data management, customer information security

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.

We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing @maersk.com.