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CRM Coordinator

Location -Cape Town  ,South Africa (ZA) 

Job ID -5293

Key Responsibilities

  • Backline Support for CRM Team:
    • Dedicated in office contact for escalations should clients not be able to reach CRM’s.
    • Support CRM’s with customer queries while they are on the road.
    • Support CRM’s with data analysis on top accounts.
    • Assist CRMs with certain functions, such as preparing credit notes and managing claims.
  • Customer reporting Control Tower:
    • Prepare daily exception reports on top accounts i.e. detailed reports with ‘out of SLA’ reason codes. 
    • Communicate daily exceptions directly to clients or CRM’s.
    • Escalate exceptions to operations department for resolution and ensure prompt follow-up.
    • Resolving issues based on the above exceptions before the client knows about the query.
    • Provide customers with a daily/weekly overview (Customer dependent).
    • Prepare weekly exception reports on top clients with hard copy POD requirements i.e. if the POD attachment has been loaded and continuous follow-ups completed.
  • General in-office support



Minimum Requirements

  • Minimum requirement is a Matric (Grade 12) qualification
  • 5 Years experience in customer service and commercial administration
  • Excellent administration skills
  • High attention to detail
  • Excellent verbal and written communication skills
  • Advanced MS Excel skills (non negotioble)



Skills and Competencies

  • Ability to work independently with minimum supervision
  • Communication - Written & Verbal
  • Planning, organising and time management
  • Customer Focus
  • Adaptability
  • Teamwork
  • Sense of urgency

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.