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Senior Customer Service Manager

Location-El Giza  ,Egypt (EG) 

Job ID -3589

Job Description:

 

PURPOSE: To ensure an outstanding end to end customer experience in place at every customer interaction channel that has a defined process with swift turnaround time.

 

• Provide solutions and initiative and understand customer’s need to improve customer experience

 • Monitor and report current market trends, competition, share and developments to country manager and other stakeholders.

• Ensure promoting the company brand and image.

• Ensure high customer satisfaction level to retain customers

 • Increase customer loyalty by promoting Aramex Smiles

• Conduced periodic visits to customers from different segments and gather, analyse and report feedback to enhance service performance

• Conduct and Set action plan for the result of customer satisfaction surveys.

 • Manage daily complaints and ensure timely resolution.

 • Ensure responding to customer inquiries on time.

• Manage Station IRT (immediate response team) and achieve service level.

 • Handle escalated, complex and VIP cases until customer is satisfied.

• Implement and achieve TISSE Standards on yearly basis

 • Reporting any information that might impact company image and brand

• Monitor and enhance the overall CS team performance

• Assess and evaluate CS member’s performance and set their development plans.

• Set KPI’s and conduct annual performance review.

• Assess Contact center performance and their action plan as per the country structure

 • Assist teams to handle complex cases (Lost, delayed, compensation, etc...)

• Develop, train and coach CS members and frontline employees to achieve service excellence

• Train all CS members in relation to Aramex systems usage and customer service policies and procedures in Aramex

 • Identify training and propose training for direct reports

 • Manage and follow up the CS monthly award nomination

• Determine access requirements to information with in customer service team to guarantee privacy and confidentiality based on sensitivity, classification, legal requirements and company policies, and pass to IT for implementation.

• Develop and maintain customer service team response and recovery plan during a disruptive incident, using the tools and templates provided by the local business continuity coordinator working within the BIE team

. • Ensure having a succession plan in place

• Facilitate the flow of information horizontally and vertically

• Build awareness of the importance of customer service function across all the station’s functions and teams.

 • Maintain good relationship with all internal stakeholders to ensure all departments are aligned and updated.

• Review, develop and plan annual strategy for country customer service that translate strategy objective to market and customer level tactical actions.

• Analyze sources of service failures , identify probable root causes and recommend solutions

• Manage and achieve stations GCS service level and ensure proper timely resolution.

• Analyze complaint dashboard and put up an action plan with operations.

• Effectively plan and allocate needed resources and technology to maintain quality level across the customer service team

• Ensure proper implementation of Aramex procedures, policies, new services, products and systems.

• Coordinate with GSO Customer service team in relation to any new requirements needed in the system

• Work with ops to ensure smooth flow of deliveries and pickups.

• Oversee customer service performance and survey reports and build action plans to enhance the customer experience.

• Monitor daily collection and dispatch performance, analyze the reasons for missed pickups and take corrective actions.

 • Ensure closing GCS by closing both 1st action in operations and 2nd action by CS team and ensure that case is resolved and customer contacted.

• Ensure CS team working as per their set KPIs

• Ensure immediate response for customers to enhance their customer service experience and strengthen their loyalty

• Adhere to company HSSE, compliance and sustainability corporate policies

 

 

 

Job Requirements:

 

  • Bachelor’s degree is a must, MBA is a plus.  
  • 8-10 years of experience in Customer Service Management (Relevant Industry is a plus)
  • High Leadership skills & the ability to develop others.
  • Innovative person that can make an Impact & Influence.

 

 

 

 

 

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.