Customer Service Representative - GOV.KY
Customer Service Representative
Posting Date: 9 October 2026 | Salary: CI$36,036 - $41,772 per annum
Overview
The Customer Service Representative is responsible for providing efficient, accurate and professional customer service and billing support within the Billing Office of the Port Authority of the Cayman Islands (“PACI”). The postholder is responsible for accurate cargo data entry, cargo clearance and release, invoicing, fee collection, payment processing, documentation management and the maintenance of accurate customer, cargo and billing records. The position also involves communicating with customers and shipping companies or agents to obtain required documentation, clarify cargo information and resolve discrepancies, while ensuring the timely and accurate billing and collection of port fees and charges owed to PACI. The postholder must demonstrate strong attention to detail, numerical accuracy, sound judgement and professionalism when managing customer enquiries, payments, cargo documentation and billing matters.
Duties and Responsibilities
- Enters cargo ship data accurately into the billing and tracking system to support billing integrity and vessel processing.
- Processes the clearance and release of customer cargo, ensuring all required documentation is complete and validated with great detail and accuracy.
- Processes and posts invoices relating to cargo shipments, ensuring alignment with documented cargo details and PACI billing requirements.
- Collects related fees from customers and ensures payments are properly receipted and posted.
- Reconciles daily collections and ensures all transactions are accurately recorded and submitted for verification.
- Reviews and updates records based on amended documentation received from shipping agents, ensuring changes are accurately reflected in the billing system.
- Communicates with companies and agents to obtain missing documentation, clarify discrepancies and ensure the timely submission of cargo documentation and responds to customer and shipping agent enquiries relating to cargo, billing, payments and documentation in a professional and timely manner.
- Identifies and resolves discrepancies regarding information and documentation, escalating complex issues to management as required.
- Maintains accurate customer and billing records to support audit readiness and operational transparency.
- Meets established productivity, accuracy and customer service performance standards in accordance with PACI management and organizational requirements.
- Ensures compliance with policies, procedures and Standard Operating Procedures (SOPs), and provides recommendations for improvement where inefficiencies or recurring issues are identified.
Qualifications, Experience and Skills
- High School Diploma or equivalent with Five (5) CXC or five (5) IGCSE or equivalent passes, including English and Mathematics and minimum of two (2) years’ experience in customer service, billing, cashiering or a related finance field preferred.
- Strong computer literacy and demonstrated ability to work effectively with digital systems.
- Proven experience processing payments, maintaining accurate records and reconciling transactions.
- Ability to communicate effectively and professionally with customers, shipping companies and agents.
- The ability to identify discrepancies, exercise sound judgement within established policies and resolve customer or documentation issues in a timely manner
- Strong attention to detail and accuracy and an ability to learn and adapt quickly to new systems and software.
- Demonstrated reliability, punctuality, discretion, diligence and ability to work independently and collaboratively.
A copy of the full Job Description can be found on the Port Authority website.
Submission Details
To apply: Please email a completed 1. Port Authority Application Form 2. Cover Letter 3. CV and 4. Reference Letters to jobs@caymanport.com. Please obtain the application form from the PACI website at: https://www.caymanport.com/human-resources/. All application packets are handled in a confidential manner and in accordance with the Cayman Islands Data Protection Laws and PACI’s Confidentiality policies.
CLOSING DATE: OCTOBER 28, 2026
No applications will be accepted/considered past the closing date.
