Ocean CX Specialist - Bahasa Indonesia

A.P. Moller - Maersk; Manila; Presencial; PHP 600.000 - 900.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

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.
• 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.

Conocimientos

Bahasa Indonesia & English bilingual

Stakeholder management

CSOP development

Process optimization

Customer Experience (CX)

Systems & tools proficiency

AI literacy

Onsite work readiness

Educación

Bachelor's degree (any field)

Herramientas

CRM systems

CSOP auditing tools

Descripción del empleo

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.