Ocean CX Team Lead - Pasig (Midshift, Onsite)

Maersk Mexico; Pasig; Vor Ort; PHP 1.800.000 - 2.400.000; Vollzeit

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Team management

Customer service excellence

Performance monitoring

Process improvement

Customer advocacy

Quality assurance

Cross-functional collaboration

Data analysis

Ausbildung

4-year degree

Tools

Salesforce CM

COMET

SOLAR

Excel

PowerPoint

Word

Jobbeschreibung

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.