Customer Success Specialist

Location-Dubai  ,United Arab Emirates (AE) 

Job ID -5389

Customer Success Specialist 


Role and Responsibilities: 

  • Focal point for customer’s shipping requests for land, sea and air freight in the industrial segment. Coordinate with the internal operations on all shipping request. 
  • Provide freight solutions to customers for land, sea and air freight. 
  • Assist customers on status of their shipment, outstanding shipments or tracking.
  • Manage end to end shipment life cycle liaising with all internal and external stakeholders
  • Proactively informs customer on shipment status, exceptions and provides intermediate updates on incident solution
  • Takes and handles customer inquiries, e.g. Track and Trace
  • Responsible for all KPIs and SLAs agreed with allocated customers
  • Takes and registers all customer complaints
  • Drives solution of customer complaints by solving it directly or assigning tasks to other function
  • Acts as first contact point for customer claims; supports customer in notification and reception of claims, provides claims documents, collects required documents from claimant and hands over to specialized claims handlers when documents are complete
  • Ensure seamless transaction liaising with Pricing and Billing teams


Key Requirements: 

  • 3-5 years’ experience in the Freight industry
  • 2-5 years’ experience of Customer Service preferably handling key business clients
  • Good Express product knowledge
  • Working knowledge of transportation management systems (TMS)
  • Ability to handle challenging situation in a composed manner
  • Excellent English Verbal & Written skills
  • Bachelor’s degree in Industrial Engineering, Supply Chain, Logistics or Engineering


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.