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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.
Location: 

Cairo, EG

Custom Field 1:  7018

Customer Service Executive

Purpose of the Job

The Customer Service Executive plays a key role in delivering exceptional customer service by managing customer interactions, resolving queries, and maintaining customer satisfaction. This position requires strong communication skills, problem-solving abilities, and a customer-centric approach to enhance customer experience and support business objectives.

Job Description

  • Handle all GCS cases, follow up and close all requests.
  • Meet customer’s expectations by fulfilling their requirements, solve their problems, follow up their cases, and update them.
  • Respond to all requests that are under IRT "Immediate Respond Team" as per the standard (respond within 24/7 and by 10 seconds to 10 minutes".
  • Manage and meet customer expectations.
  • Respond to all customer's inquiries to improve their customer service experience.
  • Provide excellent customer service for customers as per Aramex CS standards.
  • Facilitate the flow of information horizontally and vertically.
  • Collaborate with the team to achieve the team objectives.
  • Serve all customer's inquiries and provide full information and advice.
  • Close pending cases in a timely manner.
  • Achieve Aramex customer service KPIs Pass the customer service audits.
  • Implement Customer Service KPIs
  • Follow up on domestic and express outstanding shipments for cash if needed.

Job Requirements - Experience and Education

  • Bachelor's degree in Business or related field
  • 2 years of experience in a customer service role

Leadership Behaviors

Building Outstanding Teams
Setting a clear direction
Simplification
Collaborate & break silos
Execution & Accountability
Growth mindset
Innovation
Inclusion
External focus

Skills

Communication Skills
Problem Solving
Adaptability
Time Management
Interpersonal And Relationship-Building Skills
Conflict Resolution
Audience Understanding
Attention To Details
Customer Centric
Active Listening
Negotiation Skills

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