Customer Service Officer

Position Overview

Tap Growth AI is currently seeking a committed and enthusiastic Customer Service Officer to join our Singapore office team. The successful candidate will be passionate about delivering outstanding customer satisfaction, possess excellent communication capabilities, and demonstrate efficient problem-solving skills to provide superior service to our clients.

Primary Responsibilities

• Handle vessel-related inquiries from shipowners, operators, and charterers through telephone, email, and online platforms, ensuring swift and professional issue resolution.
• Coordinate logistics for vessel arrivals and departures by communicating with port authorities, terminal operators, and vessel agents to enable seamless clearance procedures.
• Process and validate shipping documents such as bills of lading, cargo manifests, and customs declarations using port management software.
• Track vessel schedules and berth assignments using maritime operations systems, proactively notifying relevant parties about delays or changes.
• Collaborate with internal departments including operations, logistics, and finance to guarantee accurate invoicing of port dues, agency fees, and related charges using ERP tools.
• Maintain current records of client accounts, service histories, and vessel visits in the company's CRM platform.
• Compile and distribute post-call analyses, service reports, and performance updates to clients and management punctually.
• Assist in onboarding new clients by detailing service offerings, standard procedures, and documentation requirements.
• Detect and escalate service interruptions, cargo inconsistencies, or compliance concerns to the operations team in line with company protocols.
• Participate in continuous service enhancement efforts by collecting client feedback and collaborating with cross-functional teams to improve service delivery.

Candidate Profile

• Diploma or degree qualification in Shipping, Maritime Studies, Logistics, Business Administration, or closely related fields.
• At least two years of experience in customer service or operations within maritime, port, shipping, or logistics sectors.
• Familiarity with maritime documentation procedures (including bills of lading and port clearance), as well as practical experience with port management or shipping software systems.
• Proficient with Microsoft Office applications, particularly Excel and Outlook.
• Excellent communication and interpersonal skills to effectively engage multiple stakeholders and uphold a customer-oriented approach in high-pressure scenarios.