# Customer Experience Specialist

> Marcura · Taguig, Philippines (Hybrid) · Full-time · Posted 2026-08-07

**Workplace:** hybrid

**Department:** Solutions-Procurement

## Description

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

## Requirements

-   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)

## Benefits

-   **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.

## Apply

[Apply at Marcura](https://apply.workable.com/marcura/j/238FB7DB4A/apply)

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