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Retail Outlet Leader (only for Saudi Nationals)

Purpose

Ensure outlet team members provide the walk-in customers the highest standards of customer service and maintain the outlet cash target.

CUSTOMER 

MACRO 

  • Identify customer service improvement opportunities and develop action plan
  • Achieve Aramex customer satisfaction level in the outlet (80%)
  • Provide excellent customer service experience to retain customers 

MICRO 

  • Ensure agents are properly applying the procedures for outbound and inbound the procedures for outbound and inbound shipments
  • Manage customers flow effectively
  • Manage resources at the back office as required
  • Ensure all customers are served within the KPI service level
  • Ensure feedback box are in place and feedback forms are updated on GCS
  • Implement Aramex Loyalty program “Aramex Smiles” in the outlet  

 

PEOPLE

MACRO 

  • Collaborate with the team to achieve the team objectives
  • Set KPIs for direct report and conduct annual review

MICRO 

  • Manage staffing and allocate people effectively
  • Support the team to resolve escalated complaints
  • Facilitate the flow of information horizontally and vertically
  • Motivate, coach and train and retain outlet staff members
  • Ensure agents are properly dressed and groomed to represent the company professional

 

OPERATIONS 

MACRO 

  • Ensure outlet is branded as per Aramex guidelines
  • Ensure smooth and efficient operations running at the outlet    

MICRO 

  • Ensure queue is managed effectively and achieve the set service levels
  • Answer all enquiries as per the standard guidelines
  • Ensure POS is used for both inbound and outbound customers and the agreed service levels are achieved
  • Adhere to company HSSE, compliance and sustainability corporate policies
  • Ensure Q-Matic SLA is achieved

 

FINANCIAL RESULTS 

MACRO

  • Ensure Growth of the cash business        

  MICRO 

  • Manage cash flow (shipping charges collected for DOM and EXP shipments)
  • Settle cash on daily basis  
  • Achieve GP and Revenue Target that are set for the outlet 

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