Ocean Dispute Resolution Specialist

Damco Spain SL; Hinoba-an; On-site; PHP 320,000 - 640,000; Full time

Job summary

Maersk is seeking a Customer Experience & Dispute Resolution Specialist to join a global logistics team. The role focuses on owning customer issues end-to-end, driving timely dispute resolutions, and maintaining high standards of professional communication across diverse stakeholders worldwide.

The ideal candidate will apply data-driven thinking to resolve disputes, align with end-to-end processes, and adapt quickly to changes in systems and customer requirements while delivering a superior

Qualifications

• Strong communication skills.
• Problem-solving abilities.
• Ownership of customer issues and timely resolutions.

Responsibilities

• Maintain regular communication with customers to understand requirements and ensure quick dispute resolution.
• Own customer issues end-to-end and drive resolution within 24 hours.
• Demonstrate professional standards in grammar, articulation, and language capabilities.
• Adhere to SOPs and compliance requirements with attention to detail and error-free documentation.

Job description

Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation, we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.

At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organization reflect and understand the customers we exist to serve. With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.

Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk.

We are seeking a highly motivated and customer-focused professional to join our team as a Customer Experience & Dispute Resolution Specialist. The ideal candidate will possess strong communication skills, problem-solving abilities, and a passion for delivering superior customer outcomes. This role requires ownership of customer issues, proactive stakeholder management, and adherence to process excellence to ensure timely and effective resolution of disputes.

Your Key Responsibilities

Customer Communication & Focus

Maintain regular communication with customers to understand requirements and ensure quick dispute resolution.

Demonstrate professional standards in grammar, articulation, and language capabilities.

Use positive language and empathetic communication to enhance customer experience.

Own customer issues end-to-end and drive resolution within 24 hours.

Ensure First Time Handling Rate (FTHR) > 70% and eliminate repeat disputes.

Apply analytical and data-driven decision-making to resolve disputes effectively.

Problem Solving & Analytical Skills

Approach issues with a detailed, result-oriented mindset and low tolerance for delays.

Utilize problem-solving, analytical, and data skills to deliver sustainable solutions.

Ensure closure of issues with a high achievement orientation.

Process Understanding & Compliance

Demonstrate ability to understand end-to-end processes and integrate sales and service functions.

Adhere to SOPs and compliance requirements with attention to detail and error-free documentation.

Adapt quickly to changes in processes, systems, and customer requirements.

Stakeholder Management

Build and maintain strong relationships with global stakeholders.

Cater communication to specific countries and cultural contexts.

Drive customer outcomes through superior stakeholder engagement and collaboration.

Achievement Orientation

Exhibit a winning attitude by going beyond defined job boundaries to ensure customer resolution.

Take ownership of customer outcomes and ensure closure with a focus on positive customer experience.

What We Offer:

Impact: Be part of a team that directly contributes to global operations.

Opportunity: Unlock professional and personal growth through diverse career pathways.

Innovation: Work with a team that embraces technology and continuous improvement.

Global Exposure: Collaborate across geographies and cultures.

Work-Life Balance: Flexible working arrangements to support your well-being.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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