Ocean Customer Experience Specialist (Khmer speaking)
Core
Leads 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 Trade)
Builds
Customer-centric operations for global trade (export/import) across voice and non-voice channels
Domain
Global shipping and logistics (Ocean freight)
Required skills
Khmer language fluency, English language fluency, Customer Experience (CX) management, Standard Operating Procedures (SOP) development and auditing, Stakeholder management, Process optimization, End-to-end shipment processing coordination, Upselling and cross-selling, Data accuracy maintenance, Report preparation
Preferred skills
AI literacy, Adaptability
Technologies
Agent View, Customer Standard Operating Procedures (CSOPs) systems
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 for shipment processing; 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