Customer Service Officer (MOL Wage Support Program)

About the role

The Customer Service Officer supports the Commercial invoicing team by preparing and processing accurate and timely invoices for port and land services in the Terminal Operating System (TOS) and IFS. The role coordinates with Operations, Marine and Finance to verify billable services, resolve billing queries and follow up directly with clients and agents on outstanding payments, while providing after-sales support and maintaining accurate billing records and reports.

Key responsibilities

• Prepare and process invoices for port and land services in TOS and IFS in line with approved billing procedures.
• Coordinate with Operations and Marine to verify vessel, cargo, storage, equipment and marine service records, confirming quantities, service dates and the correct billing party.
• Check charges against approved tariffs and customer agreements, reconcile billing records between TOS and IFS and resolve discrepancies, missing charges and duplicate entries.
• Issue approved invoices and supporting documents on time, and resolve billing queries with the required approvals for adjustments.
• Review outstanding invoices with Finance, follow up with clients and agents on payments, track payment commitments and escalate overdue or disputed balances.
• Track unbilled services and pending invoices, flag items at risk of missing the month-end cut-off and provide supporting records for accruals and reconciliation.
• Maintain an audit trail of service records, approvals, invoices and customer correspondence, and refer credit notes, discounts and waivers for approval.
• Serve as a key point of contact for after-sales support and respond to customer enquiries.
• Submit a weekly status report to the Customer Service Manager and represent the department at the weekly Operations meeting.
• Complete people development tasks as requested by management or the Human Resources Department.

Required profile

• Bachelor's degree in marketing, commerce, management or a related field, or as per the Minimum Qualifications and Experiences matrix.
• 0-2 years of relevant experience, or as per the Minimum Qualifications and Experiences matrix.