Customer Experience Specialist
positrace
Customer Experience Specialist
Marcura· ShipServ
About this role
A dedicated Customer Experience Specialist to serve as the primary point of contact for our global clientele. In this role, Specialist will ensure customers receive world-class assistance, guiding them through our product ecosystem and resolving technical or procedural inquiries with precision and empathy.
Responsibilities:
- Deliver efficient, professional, and courteous service across chat, email, and phone, aiming for First Contact Resolution (FCR)
- Expertly assist customers in navigating ShipServ’s products and services to ensure they maximize the platform's value
- Resolve complex customer queries by following established guidelines and collaborating with internal teams
- Liaise with other departments to address evolving customer needs and provide seamless end-to-end support
- Proactively monitor for system abnormalities and escalate technical issues according to company protocols
- Maintain high standards of business writing and professional phone etiquette in all interactions
- Maintain accurate records of customer interactions within CRM tools (SalesForce/HubSpot) to identify recurring trends and improve service delivery
- Contribute to the development of internal knowledge bases or "Frequently Asked Questions" (FAQs) to empower customers with self-service options
- At least 2 years of experience in Customer Support and Queue Management, ideally within the shipping or logistics industry
- Strong attention to detail, organized, ability to multi-task & to work independently.
- Should be process-oriented
- Excellent communication skills; both oral and written
- At least 2 years’ experience in Customer Support
- Ability to build and maintain a positive relationship with clients
- Excellent communication skills
- Excellent in customer service skills and orientation
- Proficient in Microsoft Office applications, especially Outlook, Excel, Word & PowerPoint.
- Amenable to work in shifting schedule
- Problem-Solving and Analytical Skills
- Has at least a basic Industry Knowledge (Procurement Process/ Maritime)
- Competitive Salary and Bonus: We reward your expertise and contributions.
- Inclusive Onboarding Experience: Our onboarding program is designed to set you up for success right from day one.
- Marcura Wellness Zone: We value your work-life balance and well-being.
- Global Opportunities: Be part of an ambitious, expanding company with a local touch.
- Diverse, Supportive Work Culture: We’re committed to inclusion, diversity, and a sense of belonging for all team members.
Frequently Asked Questions
Is the salary disclosed for the Customer Experience Specialist position at Marcura?
The salary for this Customer Experience Specialist role at Marcura is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Customer Experience Specialist position at Marcura located?
This Customer Experience Specialist role at Marcura is based in Taguig, Metro Manila, Philippines. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Customer Experience Specialist role at Marcura full-time or part-time?
This is listed as a Full time position. It is posted as a Customer Experience Specialist role in the ShipServ department at Marcura.
Which team or department does the Customer Experience Specialist at Marcura belong to?
This Customer Experience Specialist position is part of the ShipServ department at Marcura. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Customer Experience Specialist position at Marcura?
Click the "Apply Now" button on this page. You will be redirected to Marcura's official application portal hosted on workable where you can submit your application directly.
When was the Customer Experience Specialist job at Marcura posted?
This Customer Experience Specialist position at Marcura was posted on Aug 7, 2026. Apply as soon as possible — early applications are often reviewed first.
Customer Experience Specialist
Marcura
You'll be redirected to Marcura's official application page on workable.