Assistant Port Ecosystem Executive (Customer Service)

• Serve as a primary liaison between port stakeholders (shipping lines, freight forwarders, transporters, etc.) and port management to ensure excellent service delivery and issue resolution.

• Address and respond promptly to customer inquiries, complaints, and feedback related to port services, operations, and logistics via phone, email, and on-site meetings.

• Assist in identifying and implementing improvements in customer service processes across the port ecosystem to enhance efficiency and satisfaction.

• Work closely with internal departments (operations, IT, billing, etc.) and external partners to ensure seamless coordination and effective service delivery.

• Maintain accurate records of customer interactions and prepare reports on service trends, customer satisfaction, and complaint resolution for continuous improvement.

• Provide user guidance and basic troubleshooting for digital port platforms (e.g., vessel scheduling systems, cargo tracking apps) to improve customer adoption and experience.

• Assist in tracking key performance indicators (KPIs) related to customer service, such as response time, resolution rate, and customer satisfaction.

• Ensure that all customer service practices comply with company policies, port regulations, and industry standards.

• Participate in customer engagement activities such as onboarding programs, satisfaction surveys, feedback sessions, and awareness campaigns.

• Stay updated with industry trends, port technology developments, and customer service best practices to contribute to the ongoing enhancement of the port ecosystem.

• Diploma in any discipline

• Prior experience in logistics or freight forwarding preferred

• Familiarity with logistics documentation (e.g., BL, packing lists, invoices, permits, FTA certs)

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