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Ocean Customer Experience Specialist - MEXMaersk · Philippines, Pasig, 1600
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Ocean Customer Experience Specialist - MEX

🗓️ Posted 2026-09-18 Philippines, Pasig, 1600 Full-time Hybrid Customer Service Call Centre
💰 Salary Not shared 📊 Market 25,000 DKK–45,000 DKK/mo

About the Company

Bachelor's degree or equivalent work experience. Has a background in shipping and logistics preferably with 2 years' experience in documentations, customer service handling end-to-end process. Strong customer service orientation. Excellent English and Spanish written and verbal communication skills. Ability to work in a fast-paced operational environment. Strong attention to detail and organizational skills. Ability to manage multiple priorities while maintaining accuracy. Willing to work on nightshift schedule, hybrid set up but will be site based working arrangement on or before 2027. Preferred: Experience using Salesforce. Experience working with Case Management (CM) tools or ticketing systems. Experience in logistics, shipping, supply chain, or customer experience operations. Exposure to international or cross-functional teams is an advantage. Language Requirements English and Spanish proficiency required. Ability to work with Spanish-language cases and speak with stakeholders on the same Key Performance Indicators (KPIs) The Ocean Customer Experience Specialist is expected to consistently meet or exceed the following performance metrics: Productivity Handle approximately 60 cases per day . Meet assigned completion volume targets. Turnaround Time (TAT) Customer cases should be resolved or closed within 4 hours whenever applicable. Maintain complian

Responsibilities

  • ● Customer Service & Case Management
  • ● Manage customer inquiries through email and case management platforms.
  • ● Resolve customer concerns related to import and export shipments.
  • ● Handle requests for (but not limited to):
  • ● Bills of Lading (BL)
  • ● Shipment documentation
  • ● General ocean logistics inquiries
  • ● Ensure customer requests are handled accurately and within established service levels.
  • ● Maintain high-quality customer communication and professionalism at all times.
  • ● Case and Queue Management
  • ● Process and manage customer cases using designated case management systems.
  • ● Prioritize workload to meet turnaround time and productivity targets.
  • ● Ensure timely updates and resolution of customer cases.
  • ● Accurately document actions taken and maintain complete case records.
  • ● Cross-Functional Collaboration
  • ● Work closely with Mexico-based teams and other stakeholders to resolve customer concerns.
  • ● Participate in process improvements and operational initiatives.
  • ● Support business continuity requirements and assist in cross-training activities when needed.
  • ● Process Flexibility
  • ● Primarily supports Ocean Customer Experience (OTCX) processes.