Ocean CX Team Leader: Elevate Global Customer Experience

Maersk Global Service Centres Philippines Limited; Pasig; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Maersk Global Service Centres Philippines Limited is seeking an Ocean Customer Experience Team Leader to ensure exceptional customer service and a consistent customer experience across all touchpoints. The role leads and develops the CX team, drives customer satisfaction, resolves escalated concerns, and continuously improves service processes to support business objectives.

The position requires a 4-year degree, 7+ years in CX or related leadership roles in logistics, and willingness to work

Qualifications

• Graduate of a 4-year degree program.
• Proficiency in Salesforce CM and customer support platforms.
• 7+ years in CX, operations, or commercial leadership in logistics or shipping.
• Willing to work onsite in Pasig City and mid-shift.

Responsibilities

• Lead and develop the CX team to deliver exceptional service.
• Drive customer satisfaction across touchpoints.
• Monitor performance metrics and report CSAT, NPS, FCR.
• Identify gaps and implement process improvements.
• Advocate for customers and maintain service quality.
• Ensure rigorous quality assurance.
• Collaborate with cross-functional teams to optimize operations.

Skills

Team Management

Customer Service Excellence

Performance Monitoring

Process Improvement

Customer Advocacy

Quality Assurance

Cross-Functional Collaboration

Education

Bachelor's degree

Tools

Salesforce CM

Excel

PowerPoint

Word

GCSS

COMET

SOLAR

Job description

Maersk Global Service Centres Philippines Limited is seeking an Ocean Customer Experience Team Leader to ensure exceptional customer service and a consistent customer experience across all touchpoints. The role leads and develops the CX team, drives customer satisfaction, resolves escalated concerns, and continuously improves service processes to support business objectives.

The position requires a 4-year degree, 7+ years in CX or related leadership roles in logistics, and willingness to work