Ocean Customer Experience Specialist
HybridPasig City, Metro Manila, Philippines
Pasig City, Metro Manila, PhilippinesHybridFull TimeSenior LevelEnterprise
Full TimeSenior LevelEnterprise
Job Summary
Manage customer inquiries via email and case management platforms, resolving concerns related to import and export shipments including invoices, bills of lading, and general ocean logistics requests. Process and prioritize approximately 60 daily cases to meet four-hour turnaround targets while maintaining high-quality communication and documentation. Collaborate with Mexico-based teams and internal stakeholders to support business continuity and operational improvements. Maintain adherence to service-level expectations and contribute to continuous improvement initiatives within a small, collaborative team environment.
Required Qualifications
- Bachelor's degree or equivalent work experience
- Background in shipping and logistics
- 2 years' experience in documentations, customer service handling end-to-end process
- Strong customer service orientation
- Excellent English 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
- Willingness to work on nightshift schedule
- Hybrid set up but site based working arrangement on or before 2027
- English proficiency
- Ability to work with Spanish-language cases using available translation tools
Desired Qualifications
- 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
- Spanish language proficiency
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