Ocean Customer Experience Specialist

The role is responsible for supporting day-to-day customer experience and administrative operations by executing standardized customer-facing, technical, and operational activities accurately and efficiently.

The position involves managing customer channels, cases, onboarding, relationship management, contracts, disputes, and other customer-related activities while ensuring adherence to established processes and service standards.

The role requires the ability to work within defined guidelines, exercise judgment on routine matters, resolve issues effectively, and escalate non-routine matters when required.

You will be Responsible for

• Managing customer experience activities, including customer channel management, case management, onboarding, and relationship management.

• Handling customer queries, requests, and cases while ensuring timely and accurate resolution.

• Supporting customer onboarding activities and maintaining effective customer relationships.

• Supporting contract and dispute management activities in line with established processes and guidelines.

• Executing standardized administrative, technical, and operational activities to support business operations.

• Following established procedures, work routines, and methods to ensure consistent and accurate service delivery.

• Managing assigned activities independently within defined scope, processes, and guidelines.

• Applying job-related knowledge and practical skills to execute specialized operational activities.

• Identifying and resolving routine customer and operational issues within established processes.

• Escalating non-routine or complex issues to experienced colleagues or supervisors for appropriate resolution.

• Maintaining accurate records, documentation, and customer information in relevant systems.

• Coordinating with internal stakeholders to ensure timely completion of assigned activities and effective customer support.

• Supporting process improvements and adapting to changes in procedures, systems, and operational requirements.

• Ensuring accuracy, quality, compliance, and timely delivery across assigned customer experience activities.