We are seeking a Head of Customer Care to oversee all customer-facing activities and ensure the consistent delivery of high-quality services across maritime/shipping operations. This role will serve as a key link between clients, port operations, and internal teams, while leading a dedicated customer service function focused on excellence, responsiveness, and client satisfaction.

Key Responsibilities

• Customer Relationship Management: Build and maintain strong relationships with principals, shipowners, charterers, freight forwarders, and other stakeholders. Act as the primary escalation point for service issues, ensuring proactive and transparent communication with clients.
• Service Delivery Oversight: Monitor service quality and timeliness during vessel operations. Coordinate with operations, documentation, and port teams to ensure smooth execution. Set and enforce service-level standards across the customer care function.
• Team Leadership & Development: Lead, train, and mentor the customer service team. Conduct performance evaluations, provide coaching, and cultivate a customer-centric culture. Oversee staffing and shift planning to meet service demands.
• Process Improvement: Identify areas for service enhancement and implement corrective actions. Develop SOPs for communication and issue resolution. Drive digitalization and automation initiatives to improve customer experience.
• Feedback & Reporting: Collect and analyze customer feedback, prepare service performance reports for senior management, and recommend actions to improve retention and loyalty.
• Compliance & Documentation: Ensure communication and documentation comply with internal standards, confidentiality requirements, and maritime regulations. Oversee the timely delivery of arrival/departure notices, SOFs, cargo documents, and other required reports.

Qualifications

• Bachelor’s degree in Maritime Studies, Logistics, Business Administration, or related field.
• Minimum 5 years of experience in maritime agency or shipping/logistics customer service.
• Proven experience in managing teams and customer-facing roles.
• Excellent command of English (both written and spoken); additional languages are a plus.
• Strong understanding of port operations, agency services, and maritime documentation.

Key Skills & Competencies

• Exceptional communication and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Leadership and team management experience.
• Ability to multitask in a fast-paced environment.
• Customer-oriented mindset with high attention to detail.
• Effective time management and prioritization skills.
• Familiarity with shipping documents and processes.