Ocean Customer Experience Specialist (Thai Speaker)

APM Terminals; Manila; On-site; PHP 420,000 - 600,000; Full time

Job summary

Maersk is seeking a Thai Ocean Customer Experience Specialist to lead CX initiatives and ensure first-time issue resolution across export/import operations in Pasig City. The role requires fluency in Thai and English, a strong process orientation, and experience in CSOP development and CX improvement.

Responsibilities include documenting, coordinating with stakeholders, and onboarding customers while maintaining data accuracy and delivering timely resolutions. Onsite dayshift in Pasig City.

Qualifications

• Fluency in Thai and English (written and spoken) required.
• Bachelor’s degree in any field.
• Strong attention to detail and stakeholder management.
• Process- and customer outcome-oriented mindset.
• Experience developing and auditing CSOPs.
• Proficiency in relevant systems and tools.
• Experience in Customer Experience (CX).
• AI literacy and adaptability preferred.

Responsibilities

• Ensure timely completion of Ocean documentation to meet regulatory and customer requirements.
• Oversee and amend documentation with precision to maintain data accuracy.
• Drive efficiency in documentation workflows and improve productivity.
• Maintain and update CSOPs to reflect latest requirements.
• Act as primary contact for CX-related matters.
• Own a defined customer portfolio across export/import, handling email, calls, onboarding.
• Coordinate with internal/external stakeholders involved in shipment processing.
• Provide value-added solutions using business knowledge and process understanding.
• Deliver accurate and timely resolutions to customer queries and concerns.
• Maintain proactive communication with clients via calls.
• Prepare reports and assist manager as needed.
• Willing to work onsite in Pasig City, dayshift.

Skills

Fluency in Thai and English

Stakeholder management

Process improvement

CSOPs development/auditing

Customer Experience (CX)

Attention to detail

AI literacy

Education

Bachelor's degree

Tools

CRM systems

Documentation tools

Job description

Thai Ocean Customer Experience Specialist

As a key member of Maersk’s Ocean product team, you will lead the strategic execution and continuous improvement of Ocean services by ensuring first-time customer issue resolution and driving platform rollouts.

Key Responsibilities

• Ensure the timely and accurate completion of all 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 Customer Standard Operating Procedures (CSOPs) to reflect the latest customer requirements and operational capabilities.
• Act as the first point of contact for stakeholders on customer experience (CX)-related matters.
• Take full ownership of a defined customer portfolio, managing the end-to-end export and import experience across both voice and non-voice channels, including email handling, phone calls, and proactive tasks (e.g., Agent View and customer onboarding).
• Coordinate effectively with internal and external stakeholders involved in shipment processing to ensure seamless operations.
• Provide value-added solutions to customers by leveraging strong 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 implement preventive measures to avoid recurrence.
• Identify and act on opportunities for upselling and cross-selling where appropriate.
• Adhere to all Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs) in daily operations.
• Maintain proactive and effective communication by actively participating in client calls to ensure smooth process flow.
• Prepare reports and perform additional tasks as assigned by the Team Leader or Manager.
• Must be willing to work onsite in Pasig City. Dayshift schedule.

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 Customer Standard Operating Procedures (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.

Location

Pasig City. Onsite location. Dayshift schedule.

Equal Opportunity Employer

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 are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us at [e-mail].