Ocean CX Specialist - End-to-End Documentation & Ops

A.P. Moller - Maersk; Pasig; On-site; PHP 480,000 - 720,000; Full time

Job summary

Maersk in Pasig City is looking for a Thai Ocean Customer Experience Specialist to lead the strategic execution and continuous improvement of Ocean products, focusing on cost-to-serve optimization and first-time issue resolution for customers.

You will own a defined customer portfolio, manage end-to-end export/import experiences across voice and non-voice channels, and collaborate with internal and external stakeholders to drive process improvements while adhering to CSOPs/IOPs.

Qualifications

• Fluency in Thai 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 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.

Responsibilities

• Ensure timely and accurate completion of 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 CSOPs to reflect latest customer requirements and capabilities.
• Act as the first point of contact for CX-related matters with stakeholders.
• Take ownership of a defined customer portfolio, managing end-to-end export and import experiences across voice and non-voice channels.
• Coordinate with internal and external stakeholders involved in shipment processing to ensure seamless operations.
• Provide value-added solutions to customers by leveraging 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 prevent recurrence.
• Identify opportunities for upselling and cross-selling where appropriate.
• Adhere to SOPs and IOPs in daily operations.
• Maintain proactive communication by participating in client calls to ensure smooth process flow.
• Prepare reports and perform additional tasks as assigned by Team Leader or Manager.

Skills

Thai language

English language

Stakeholder management

Attention to detail

CSOP development

Process improvement

Education

Bachelor’s degree

Job description

Maersk in Pasig City is looking for a Thai Ocean Customer Experience Specialist to lead the strategic execution and continuous improvement of Ocean products, focusing on cost-to-serve optimization and first-time issue resolution for customers.

You will own a defined customer portfolio, manage end-to-end export/import experiences across voice and non-voice channels, and collaborate with internal and external stakeholders to drive process improvements while adhering to CSOPs/IOPs.