Talent.com
This job offer is not available in your country.
Head of Customer Care

Head of Customer Care

Wide and Wiseİstanbul, İstanbul, TR
3 days ago
Job type
  • Quick Apply
Job description

Wide and Wise is a top recruitment agency with offices in Istanbul, Milan, and Dubai, connecting exceptional talent with leading companies across EMEA, MENA, and the US.

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.
    • Create a job alert for this search

    Head Of • İstanbul, İstanbul, TR