Ocean Customer Experience Specialist

About the role

Maersk is seeking an Ocean Customer Experience Specialist to lead the strategic execution and continuous improvement of its Ocean products. The role focuses on optimizing cost to serve, ensuring first‑time issue resolution, and driving platform roll‑outs while delivering high‑performing, customer‑centric operations.

Key responsibilities

• Ensure timely and accurate completion of all Ocean documentation to meet regulatory and customer requirements.
• Oversee documentation amendments with precision to maintain data accuracy.
• Drive efficiency in documentation workflows through process optimisation.
• Maintain and regularly update Customer Standard Operating Procedures (CSOPs).
• Act as the first point of contact for CX‑related matters and own a defined customer portfolio across voice and non‑voice channels.
• Coordinate with internal and external stakeholders to ensure seamless shipment processing.
• Provide value‑added solutions, resolve queries promptly, and implement preventive measures.
• Identify upselling and cross‑selling opportunities where appropriate.

Required profile

• Fluency in English (written and spoken).
• Bachelor’s degree in any field.
• Strong attention to detail and stakeholder management skills.
• Experience developing, maintaining, and auditing CSOPs.
• Proven ability to streamline workflows and improve efficiency.
• Willingness to work onsite in Pasig City on a mid‑shift schedule.