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Customer Service Executive

 

JOB TITLE: Customer Service Executive

REPORTING LINE:CS Leader

TEAM:Customer Service

 

Purpose:

Ensure excellent customer service is provided to customers in timely manner, by adhering to policies and standards to achieve highest satisfaction levels.

 

Customer:

  • Provide excellent customer service for customers as per Aramex CS standards
  • Handle all GCS cases, follow up and close all requests.
  • Attending customer’s enquiry 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 perthe standard (respond within 24/7 and by 10 seconds to 10 minutes”.
  • Manage and meet customer expectations
  • Respond to all customers enquiries to improve their customer service experience.

 

People

  • Collaborate with the team to achieve the team objectives
  • Facilitate the flow of information horizontally and vertically

 

Operations:

  • Sustain high customer satisfactory service level
  • Serve all customers enquiries and provide full information and advice.
  • Close pending cases on a timely manner.
  • Achieve Aramex customer service KPIs Pass the customer service audits.
  • Support to solve the bad address shipments if needed
  • Implement Customer Service KPIs

 

Financial Results

  • Ensure customer satisfaction to retain customer
  • Follow up on domestic and express outstanding shipments for cash if needed
  • Handle SRN & collections in case needed. 

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.