Ocean Customer Experience Specialist (Khmer speaking)
Core
Lead strategic execution and continuous improvement of Ocean products by optimizing cost to serve, ensuring first-time customer issue resolution, and driving platform rollout for high-performing, customer-centric operations.
Role type
Senior Customer Experience Specialist (Ocean)
Builds
Customer-centric operations for global trade shipping
Domain
Global Logistics / Ocean Freight
Required skills
Khmer language fluency, English language fluency, Customer Experience (CX) management, Standard Operating Procedures (SOP) development, Stakeholder management, Process optimization, Data accuracy, End-to-end export/import experience, Upselling and cross-selling
Preferred skills
AI literacy, Adaptability
Technologies
Agent View, CSOPs, IOPs
Responsibilities
Ensure timely and accurate completion of Ocean documentation; Oversee and execute documentation amendments; Drive efficiency in documentation workflows; Maintain and update Customer Standard Operating Procedures (CSOPs); Act as first point of contact for CX-related matters; Manage end-to-end export and import experience across voice and non-voice channels; Coordinate with internal and external stakeholders; Provide value-added solutions to customers; Deliver accurate and timely resolutions to customer queries; Identify opportunities for upselling and cross-selling; Prepare reports and perform assigned tasks.
Seniority
Senior, hands-on IC