Shipping Companies

Cyprus

OSM Thome

Customer Service / Support

Applications will only be accepted through the OSM Thome Recruitment Platform:<a target="_blank" rel="noopener noreferrer" href="https://jobs.osmthome.com/jobs/10688/customer-support-officer">https://jobs.osmthome.com/jobs/10688/customer-support-officer</a>&nbsp;Who We Are Looking ForWe 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.&nbsp; 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.&nbsp; 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.&nbsp;What We OfferA highly attractive package is offered according to qualifications and experience<ul><li>Medical Insurance Scheme</li><li>Life insurance</li><li>Provident Fund</li><li>Flexible working hours</li><li>Lunch</li><li>Opportunities for professional growth within a dynamic and global organization</li></ul>&nbsp;Requirements<ul><li>Bachelor’s degree in Business, Shipping, or a related field.</li><li>2–4 years of experience in customer support, operations, or service delivery.</li><li>Demonstrated ability to work in fast-moving environments.</li><li>Process-driven, disciplined, and accountability.</li><li>Excellent communication and collaboration skills.</li><li>High sense of ownership and accountability.</li><li>Fluency in English (written and spoken)</li></ul>&nbsp;Key Responsibilities<ul><li>Handle incoming customer queries via support systems and communication channels.</li><li>Attend crew and customer conferences, onboarding sessions, and implementation events.</li><li>Assist with live seafarer onboarding, account setup, and initial app usage during events.</li><li>Support end-to-end seafarer onboarding and account setup.</li><li>Escalate complex or sensitive cases in line with internal procedures.</li><li>Maintain accurate case records and follow defined support workflows and SLAs.</li><li>Follow established support processes.</li><li>Identify recurring issues and customer pain points</li><li>Support improvements to FAQs and knowledge base content.</li></ul>&nbsp;

Customer Support Officer

Customer Support Officer

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