Job Description

Applications will only be accepted through the OSM Thome Recruitment Platform:

https://jobs.osmthome.com/jobs/10688/customer-support-officer

Who We Are Looking For

We are looking for a hands-on, operations-focused Customer Support Officer who will act as the first line of support for our seafarers and customers. 
This role is ideal for someone who enjoys working directly with users, resolving issues efficiently, and delivering a consistently high standard of service across all support channels.
The ideal candidate is service-oriented, detail-driven, and comfortable operating within structured processes and tools. 
You will support day-to-day customer queries, assist with seafarer onboarding, and help resolve issues, while ensuring accurate case handling and adherence to defined workflows and
SLAs. This role reports directly to the Head of Operations.

What We Offer

A highly attractive package is offered according to qualifications and experience

• Medical Insurance Scheme
• Life insurance
• Provident Fund
• Flexible working hours
• Lunch
• Opportunities for professional growth within a dynamic and global organization

Requirements

• Bachelor’s degree in Business, Shipping, or a related field.
• 2–4 years of experience in customer support, operations, or service delivery.
• Demonstrated ability to work in fast-moving environments.
• Process-driven, disciplined, and accountability.
• Excellent communication and collaboration skills.
• High sense of ownership and accountability.
• Fluency in English (written and spoken)

Key Responsibilities

• Handle incoming customer queries via support systems and communication channels.
• Attend crew and customer conferences, onboarding sessions, and implementation events.
• Assist with live seafarer onboarding, account setup, and initial app usage during events.
• Support end-to-end seafarer onboarding and account setup.
• Escalate complex or sensitive cases in line with internal procedures.
• Maintain accurate case records and follow defined support workflows and SLAs.
• Follow established support processes.
• Identify recurring issues and customer pain points
• Support improvements to FAQs and knowledge base content.

How to Apply

Interested candidates are kindly requested to send their CV to the HR Manager at hrcyprus@osmthome.com.

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About Company

OSM Thome

Our company, OSM Thome, is the result of a merger that was activated in 2023 between the OSM Maritime Group and the Thome Group.

OSM Thome currently employs approximately 31000 people at sea and onshore, maintains 30+ offices in various locations across continents, and manages around 1000 vessels.

The company’s core services are (Full) Ship and Crew management. In addition, we offer several other Marine Services, including OSERV Catering, New Building Supervision, Dry Docking, Ship Repair and Maintenance, Port Agency Services, Maritime Insurance, Medical Services, Aegir Global Travel Services, and others.