Ocean Customer Experience Specialist (Khmer speaking)

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.

We Offer

Maersk being the global leader in the industry, you’ll have the opportunity to work for a large global organization and get exposure to excellent processes and systems. You will join an organization that offers a challenging and rewarding career where everyone’s contribution is valued and rewarded.

On leadership and mentoring, Maersk has a nurturing management culture. Throughout their career, your leaders will support your ideas and provide necessary advice and training. You’ll be given the opportunity to prove yourself, as well as challenging work that develops your abilities.

On career development, there are wide range of roles in Maersk and Maersk has a very good career mobility program that establishes a culture of priority consideration to internal candidates and to encourage employees to take responsibility for managing their careers whether to move laterally or vertically.

Leads the strategic execution and continuous improvement of Ocean products by optimizing cost to serve, ensuring first-time customer issue resolution, and driving platform rollout deliver high-performing, customer-centric operations.

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.

Qualifications:

• Fluency in Khmer 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

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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