日语英语，或者韩语英语，双语客服岗位，熟练的英文沟通能力均为必须

Job Purpose
This position represents Maersk’s commitment to delivering high-quality shipping and logistics services. As a Senior Specialist, you are expected to uphold a customer-centric service mindset and take ownership of ensuring seamless execution throughout service delivery—guaranteeing
accuracy, timeliness, and efficiency.
In end-to-end operations, the Senior Specialist acts as the central hub connecting all stages. By driving cross-functional collaboration and optimizing processes and platforms, the role continuously enhances both customer experience and team performance. The core focus lies in applying technical expertise and professional knowledge to solve complex problems and improve overall operational efficiency
Key responsibilities
Complete all tasks promptly and accurately and perform all activities in a way that contributes to achieving individual and team key performance indicators (KPIs).
Proactively identify continuous improvement opportunities in processes and propose adjustments that help enhance operational efficiency and service quality.
Engage proactively with customers via email and phone to maintain effective communication, anticipate needs, and implement preventive actions to avoid errors, ensuring smooth processes and high-quality service delivery.
Assist the team leader in completing daily management tasks, and participate in the planning, organization, and execution of team activity goals to ensure continuity of processes and services.
Manage escalated issues from internal and external stakeholders, proactively communicate task progress to relevant parties, and ensure issues are resolved promptly and effectively.
Draft and maintain Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs), establishing or maintaining process standards to ensure consistency and high quality in service delivery.
Train and guide new employees to ensure they are familiar with workflows and Standard Operating Procedures (SOPs).
Required qualification,
College diploma or above, or equivalent educational background.
Prefer 5 years of customer service experience, shipping or logistics background is a plus.
Demonstrate practical skills in process optimization and data analysis.
Possess fluent English speaking and writing skills. (For roles involving Japan or Korea, nearnative proficiency in Japanese or Korean is required, with strong verbal communication and understanding of relevant business cultures preferred.)
Be proficient in Microsoft Office applications, especially Word, Excel, and PowerPoint.
Exhibit strong cross-functional collaboration skills, with the ability to build and maintain effective working relationships through efficient communication with relevant teams.
Demonstrate strong learning ability, with the capacity to quickly grasp new concepts and tools, and show adaptability and growth potential.
Be result-oriented, with problem-solving skills, innovative mindset, and project management capabilities, able to propose practical solutions in a dynamic environment.