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Customer Service Leader

Location-Abu Dhabi  ,United Arab Emirates (AE) 

Job ID -4454

 

Customer Success Leader

 

Principal Accountabilities

 

  • Act as the main focal point for escalations for assigned set of customers in one or  multiple geographies. Ensure a solution is provided to each customer. You need to ensure the escalations are not channeled above you hence strong relationships with customers, excellent communication, leadership skills, are key.
  • Manage a team of 5 to 12 Freight Customer Success Specialists.
  • Ensure the team follows customer success processes as per Operating Model
  • Billing/finance understanding of the freight billing cycle and its requirements
  • Manage end to end shipment life cycle liaising with all internal and external stakeholders
  • Responsible for all KPIs and SLAs agreed with allocated customers or internal SOPs
  • Coordinate with team members to ensure processes followed are in line with contract
  • Drives solution of customer complaints by solving it directly or assigning tasks to other internal and external stakeholders
  • Ensure seamless transaction liaising with Pricing and Billing teams.
  • Ensure the team follows regulatory and quality compliance as per Group polices and applicable local regulatory laws
  • Manage team roster and shifts as per the shipment volume / geography

 

Key Requirements

 

  • 6 years’ experience in Freight Forwarding - mandatory experience
  • 4 years’ experience of Customer Service preferably handling key business clients
  • 3 years’ experience in managing people
  • Excellent product knowledge (ocean, Land and air freight)
  • Working knowledge of transportation management systems (TMS)
  • Commercial acumen
  • Ability to handle challenging situation in a composed manner
  • High self-motivation and ability to work independently and in a structured way
  • International exposure and cultural sensitivity
  • Excellent English Verbal & Written skills

 

Location – Abu Dhabi, UAE

 

Company Overview:

Since our founding in 1982 we have grown to become a world leader in comprehensive transport and delivery solutions for business and consumers. Headquartered in Dubai, at the heart of the world’s most dynamic commercial hub and on the site of historic trade routes linking east and west, commerce and transport are deeply embedded in Aramex’s DNA. We are dedicated to transforming the face of trade, expanding our operations rapidly to better connect businesses and consumers worldwide.