Job Description

Marcura is led by the two visionary entrepreneurs who founded the company 22 years ago. Their original mission, which we uphold today, is to streamline digital processes in the globally impacting shipping industry. We do this by putting our customers first.

We are looking for a Customer Communications Officer

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SOME OF THE MARCURA BENEFITS

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Here are some of the benefits you can look forward to when you join us:

highly competitive salary and bonus
extensive and inclusive onboarding process: you’ll be up and running in no time
flexibility: we encourage a healthy work-life balance supported by our Marcura Wellness Zone
employment locally, but in a global and ambitious organisation
modern performance management framework: you are supported monthly to achieve your best possible potential
great working culture

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CAREERS AT MARCURA

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We’re an established, successful, diverse and energetic company with 8 maritime solutions.

GLOBAL AND GROWING

Our 650+ customers are based in 53 countries.

Our 980+ strong team globally.

We’re actively developing new products and new product features, and we are targeting continued and significant growth in 2024.

So far, we’ve done a pretty good job with significant growth and market-leading products. But we’re even more ambitious now than ever. With big future growth plans we have vacancies for some new teammates with big talents and expertise.

In short: We’ve got big plans.

MARCURA HAS ALL THE FOLLOWING ADVANTAGES:

Marcura is well-established with existing leadership, customer service and sales teams.
an excellent reputation
an innovative product set, plus an exciting road map of future enhancements in 2024 and beyond
a large addressable market
the backing of an energetic, great team

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THE ROLE – CUSTOMER COMMUNICATIONS OFFICER

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We are looking for a Customer Communications Officer

DA-Desk process Disbursement Accounts on behalf of many vessel Operators globally, our role in the processing team is to make the job of the Vessel Operator as efficient as possible. We ensure the accuracy of Disbursement Accounts, and we provide insight into costs which Operators would not normally have. Part of this function is the correct and efficient communication with stakeholders in the life cycle of a DA.

In this role, here are the expectations from you:

To communicate in a clear and concise manner to Customers through online chat support and RT Ticketing system within SLAs
To conduct investigations into complex queries resulting in appropriate recommendations / actions back to Customers
Escalate Customer complaints to the Sector Manager as appropriate
To ensure the PDA is submitted with accuracy and with justification of costs
To ensure all costs on the FDA are accurate, justified and any cost deviation fully explained
To use all tools available to process the DAs in the most efficient manner
To provide feedback loop for process gaps / improvements

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ABOUT YOU

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MUST HAVE:

Bachelor’s degree or MBA
Minimum of 2 years experience in DAs
Minimum of 4 years experience in Shipping
Worked with vessel operations
Minimum of 2 years experience in a Customer Service type role
Have the ability to fully understand requirements in communication received from Customers
Good written skills with the ability to clearly and factually communicate back to Customers in a way that will ensure problem resolution and immediate customer satisfaction
Good analytical skills with the understand costs and events relating to a port call
Ability to assist other members of the team in the processing of DAs

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MARCURA AND THE BIGGER PICTURE

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We’ve already described how, like many global tech platforms, we continue to develop products which drive big increases in productivity and enhance the working lives of people in maritime.

We do this by automating (i.e. taking away from them) many repetitive, tedious, manual tasks.

Our products have other impacts of which we are very proud.

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DIVERSITY AND INCLUSION

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We’re 100% committed to preserving our culture of inclusion and diversity.

We’re all different. This makes us stronger as a company and helps to ensure we serve our diverse customers in the best possible way. We’re committed to hiring the best people for the jobs we have. And then making sure they’re happy and can prosper.

We’ve made good progress already on gender diversity, a particular issue in the shipping industry.

For more information go to the Marcura website and Marcura LinkedIn pages.

Marcura jobs

Customer Communications Officer