Join Maersk as an Ocean Customer Experience Specialist based onsite in Pasig City, Philippines. In this full-time, dayshift role, you will manage end-to-end export and import experiences, ensure regulatory compliance in documentation, and deliver exceptional customer-centric solutions in a global environment.
Requirements
Bachelor’s degree in any field
Fluency in Bahasa Indonesia and English (written and spoken)
Prior experience in Customer Experience (CX)
Proven experience in developing, maintaining, and auditing Customer Standard Operating Procedures (CSOPs)
Must be willing to work onsite in Pasig City
Skills & Responsibilities
Customer Experience Management: Serve as the first point of contact for stakeholders, managing end-to-end export and import experiences across voice and non-voice channels.
Documentation & Workflow Optimization: Ensure timely and accurate completion of Ocean documentation, execute amendments with precision, and drive efficiency in workflows.
Process & SOP Maintenance: Maintain and regularly update Customer Standard Operating Procedures (CSOPs) while adhering to internal operational guidelines.
Stakeholder Coordination & Problem Solving: Coordinate effectively with internal and external stakeholders to provide timely resolutions to customer queries and concerns.
Potential transition routes: People from customer service, logistics coordination, or account management roles may bring strong stakeholder management and communication skills, alongside meeting language and operational requirements.
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.
(Bahasa Indonesia) Ocean Customer Experience Specialist
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 Bahasa Indonesia 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
Must be willing to work onsite in Pasig City; Dayshift schedule
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. 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 by emailing accommodationrequests@maersk.com.
