Head of Customer Care

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.

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

Key Skills & Competencies

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