Crew Account Growth Specialist

🔥 56 minutes ago

🇮🇳 India – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📈 Growth Marketing

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Marcura

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2001

📦 Logistics

💼 Consulting

🚗 Transport

Logistics • Consulting • Transport

Marcura is a leading provider of maritime services, focusing on managing port operations and simplifying crew payments within the shipping industry. With a diverse team operating across 53 countries, Marcura delivers expertise in voyage management, port call efficiency, and compliance services. The company processes millions of port calls annually and has established itself as a crucial partner for over 950 shipping companies worldwide, offering solutions that enhance financial management and operational transparency.

📋 Description

• Act as a customer-facing point of contact for crew account and card onboarding requests • Review Compas data for completeness, accuracy, and compliance with onboarding requirements • Liaise with corporate customers to obtain required documentation and ensure secure handling of personal data in accordance with GDPR requirements • Upload and process identity documents through OCR and supporting verification tools • Validate onboarding forms and supporting documents against regulatory and operational requirements • Execute and monitor crew account creation and personal data changes, escalating system issues or exceptions • Maintain accurate records and monitor successful completion of account creation activities • Monitor onboarding dashboards, including Monday.com and Intercom, to prioritize workload and track SLAs and turnaround times • Provide customers with onboarding updates and account status information • Coordinate card ordering, allocation, and delivery with customers, vendors, and internal stakeholders • Manage direct-to-vessel card deliveries with courier partners and card vendors • Provide updates on card orders, shipment status, and delivery schedules • Manage card inventory and support customer card replenishment • Coordinate and schedule customer and crew awareness webinars • Facilitate webinars for crew members and onshore staff on crew account products, features, processes, and usage • Respond to participant questions during live sessions and through webinar chat channels • Maintain accurate and current webinar and training materials • Attend and support crew conferences and industry events when requested • Prepare, validate, and distribute operational reports and customer data files • Ensure accuracy and integrity of operational data used for reporting and decision-making • Provide administrative and operational support to Compliance, Customer Support, Product, and KAM teams • Support, coach, and guide team members on operational activities and best practices • Act as a subject matter expert for crew onboarding and card operations • Identify, recommend, and support continuous improvement initiatives • Deliver training and knowledge-sharing sessions on procedures, processes, and system enhancements

🎯 Requirements

• Certificate level or Degree • Minimum 4 years of operations & customer support experience, ideally in a BPO, fintech, payments or maritime environment • Experience responding to customer e-mails, receiving and executing customer orders, and managing multiple customer requests against agreed SLAs • Experience as a senior team member, in charge of leading/supporting other team members and leading process improvement initiatives • Experience supporting customer webinars or training sessions • Intermediate MS Excel and back-end software skills • Strong written customer communication skills, including clear, timely, and professional e-mail responses • Good English communication and presentation skills • Ability to manage several simultaneous requests within SLAs • Attention to detail when handling customer data, onboarding documents, and order requests • Problem solving and ability to propose and drive process improvement • Exposure to Compliance, KYC and/or payment processes in the finance industry is an added advantage • Experience attending face-to-face customer meetings or industry events is an advantage