Ocean CX Lead: End-to-End Customer Experience

A.P. Moller - Maersk; Pasig; On-site; PHP 335,000 - 558,000; Full time

Job summary

Maersk in Pasig City is seeking an Ocean Customer Experience Specialist to lead the continual improvement of Ocean products, ensuring first-time issue resolution and cost-to-serve optimization. You will own a defined customer portfolio, manage end-to-end export/import experiences, and coordinate with stakeholders across voice and non-voice channels.

The role requires English fluency, a bachelor’s degree, CX experience, and readiness to work onsite during dayshift.

Qualifications

• Fluency in English (written and spoken) required.
• Bachelor’s degree in any field.
• Strong attention to detail and stakeholder management skills.
• 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 CX experience.
• AI literacy and adaptability preferred.
• Willingness to work onsite in Pasig City; dayshift schedule.

Responsibilities

• Ensure timely and accurate completion of Ocean documentation to meet regulatory and customer requirements.
• Oversee and amend documentation quickly to maintain data accuracy.
• Drive efficiency in documentation workflows and improve productivity.
• Maintain and update CSOPs to reflect latest customer requirements and operations.
• Act as first point of contact for CX-related matters with stakeholders.
• Manage end-to-end export and import experience across voice and non-voice channels including email and calls.
• Coordinate with internal and external stakeholders involved in shipment processing to ensure smooth operations.
• Provide value-added solutions by leveraging business knowledge and process understanding.
• Deliver timely resolutions to customer queries.
• Maintain a customer-centric approach to minimize errors and prevent recurrence.
• Identify upsell/cross-sell opportunities where appropriate.
• Adhere to SOPs and IOPs in daily operations.
• Communicate proactively in client calls to ensure smooth flow.
• Prepare reports and perform tasks as assigned by Team Leader/Manager.

Skills

English fluency

Attention to detail

Stakeholder management

Process improvement

CX experience

AI literacy

Education

Bachelor's degree

Tools

CSOPs tooling

Job description

Maersk in Pasig City is seeking an Ocean Customer Experience Specialist to lead the continual improvement of Ocean products, ensuring first-time issue resolution and cost-to-serve optimization. You will own a defined customer portfolio, manage end-to-end export/import experiences, and coordinate with stakeholders across voice and non-voice channels.

The role requires English fluency, a bachelor’s degree, CX experience, and readiness to work onsite during dayshift.