Senior Specialist

Maersk; Pasig; Hybrid; PHP 391,000 - 781,000; Full time

Benefits offered by this job

Hybrid work

Job summary

Maersk is seeking a Customer Experience Manager (CEM) to manage end-to-end export-import experiences for a defined set of customers. You will handle voice and non-voice channels, emails, and calls, coordinating with multiple stakeholders to ensure smooth shipment processing.

Based in the Philippines with hybrid work options, you will proactively resolve queries, maintain a customer-centric approach, and look for upsell opportunities while following SOPs and IOps.

Qualifications

• 2 years shipping, forwarding, supply chain operations or BPO background with Logistics/Shipping Clients.
• Exposure in dealing with customers and vendors.
• Planning, booking and documentation expertise.
• Currently based in the Philippines.
• Open to a Hybrid work arrangement but should still be willing to work onsite when needed.
• Knowledgeable in MS Excel.
• Highly Analytical.

Responsibilities

• Take full responsibility for a specific set of customers by managing end-to-end (export-import) experience, voice + non-voice – email, calls, proactive tasks.
• First point of contact for CX-related tasks with stakeholders.
• Coordinate with various stakeholders in shipment process handling.
• Provide business solutions with solid knowledge and process understanding.
• Provide accurate and timely resolution to customer queries.
• Maintain a customer-centric approach to reduce errors and prevent repetition.
• Identify opportunities for upselling and cross-selling.
• Adhere to SOPs and IOPs during daily operations.
• Maintain proactive communication through client calls for seamless flow.
• Execute reports or tasks assigned by Team Leader/Manager.

Skills

Highly Analytical

Customer handling

MS Excel

Tools

MS Excel

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 Offer

This is an exciting career opportunity to work in a multinational, Global 500 company that makes global trade happen. You will be interacting daily with colleagues internationally, giving you the opportunity to develop your professional skills in a global environment. We provide support for you to shape your own career by achieving expertise and learning on the job.

Key Responsibilities

• The role of CEM is to take full responsibility of a specific set of customers by managing their end-to-end (export-import) experience, voice + non-voice – email handling, phone calls, proactive tasks (e.g. Agent view, customer onboarding).
• First point of contact for stakeholders for CX related tasks.
• Coordinate with various stakeholders in shipment process handling.
• Provide a value add to the customers through effective business solutions by having good business knowledge/process understanding.
• Provide accurate and timely resolution to customer queries.
• Maintain a Customer centric approach thereby helping to avoid occurrence of errors and take preventive measures to eliminate repetition of errors.
• Able to identify possible opportunities for upselling and cross-selling
• Adhere to process and Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs) during daily operation.
• Maintain effective and proactive communication – by regularly participating in calls with the clients to enable seamless process flow.
• Execute reports or other tasks assigned by Team Leader/Manager.

Minimum Qualifications

• 2 years shipping, forwarding, supply chain operations or BPO background with Logistics/Shipping Clients
• Exposure in dealing with customers and vendors
• Planning, booking and documentation expertise
• Currently based in the Philippines
• Must be based in the Philippines and amenable to work during local holidays
• Open to a Hybrid work arrangement but should still be willing to work onsite when needed
• Knowledgeable in MS Excel
• Highly Analytical

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.
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