Ocean Customer Experience Team Leader

Maersk Mexico; Pasig; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

Maersk is seeking an Ocean Customer Experience Team Leader based in Pasig. You will lead a CX team to ensure top-tier customer service, handle escalations, and drive continuous process improvements in a global logistics environment.

With 7+ years in CX or related leadership roles, you will monitor CSAT/NPS and collaborate across functions to improve service delivery and customer retention.

Qualifications

• Graduate of a 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.

Responsibilities

• Lead and develop the CX team to ensure exceptional customer service across touchpoints.
• Drive customer satisfaction, resolve escalations, and improve service processes.
• Monitor performance and report CSAT, NPS, FCR, and SLA adherence.
• Identify gaps, implement corrective actions, and advocate for customers.
• Collaborate cross-functionally to align CX with business goals.

Skills

Team management

Customer service excellence

Performance monitoring

Process improvement

Customer advocacy

Quality assurance

Cross-functional collaboration

Data analysis

Education

4-year degree

Tools

Salesforce CM

COMET

SOLAR

Excel

PowerPoint

Word

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 your website, apply for a position, or to perform a job, please contact us by emailing [e-mail] .