Customer Experience Specialist - GSC Ocean

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.
• Exhibit flexibility regarding work schedules and assignment, including weekend/holiday rotations or work on different country business calendars as required.

Qualifications:
• Bachelor’s degree.
• Have 1-2 years’ experience in Customer Service role in Shipping Line/Forwarders background.
• Fluency in Vietnamese and English (written and spoken) is required.
• 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.
• 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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