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Express Customer Service Specialist

Location-Johannesburg  ,South Africa (ZA) 

Job ID -3166

Express CS Specialist

Key Responsibilities

  • Attend to all Express Customer’s phone calls, queries and enquiries promptly and professionally
  • Acknowledge queries, Global Cases and email requests within 45 minutes of receipt 
  • Logging Global Cases, follow up and ensure speedy resolution within prescribed SLA timelines
  • Resolve customer requests by taking ownership of calls and emails received
  • Continued follow up’s on existing queries until resolved
  • Where needed, consult with Commercial Teams, Operations Teams or other Customer Service Teams to find resolve in the quickest possible time frame
  • Communicate customer inquiries/messages/feedback to relevant team members
  • Tracking of customer Express shipments
  • Monitoring of all exports shipments from South Africa
  • Monitor Key Accounts, where applicable, as allocated and treat all requests as priority
  • Ensure Key Account Monitoring reports are compiled professionally, are checked for accuracy and sent to customers by agreed time without fail
  • Conduct investigations on service delivery failures, refer findings to the relevant manager and give feedback where and when required
  • Identifying service delivery gaps and highlight these to the relevant department, branch and or international office/partner
  • Take ownership of and/or refer clearance queries to the Airport office/ISD team for imports into South Africa
  • Offer support to all stations in South Africa on Express product related matters (CS, Commercial etc.)
  • Handle customer complaints personally until resolved
  • Retrieve hardcopy POD’s and update InfoAxis where and when necessary (Express)
  • Faxing, calling and/or e-mailing clients or branches promptly and professionally at all times
  • Advise customers of service options, general import and export information, operational procedures etc.
  • Generate quotes for Express shipments and offering insurance when the value exceed R3000 when exporting
  • Arrange special trips when required
  • Obtain confirmation and arrange “Free Domicile” (DDP) shipments as per procedure
  • Handle of Repair and Return shipments DA65
  • Courtesy calls as and when required regarding Late freight and/or customer updates and follow up’s
  • Provide a professional, world class service to customers at all times
  • Handle escalated queries from branches, agents, clients and international offices/partners promptly and professionally
  • Full resolution of all queries in the most efficient time (Express)
  • Investigate lost/damaged shipments and provide the necessary documentation within the required timeframe to ensure compensation can be arranged timeously
  • Global Case SLA:  Attempt to resolve GC queries in the quickest possible time to ensure customers are not unduly inconvenienced
  • Build effective and positive relationships with all stakeholders including but not limited to international offices, internal contacts, partners and internal contacts
  • Be a Customer Care Ambassador with the Customer’s Experience a priority

 

Minimum Requirements

  • Minimum requirement is a Matric (Grade 12) qualification
  • Minimum 3 years Call Center and/or Account Monitoring experience, ideally in a Courier /Express environment
  • International shipping experience (Import and Export)
  • Excellent communication skills and command of the English language
  • High Emotional Intelligence and ability to work in a pressured environment
  • Above average ability to analyze and problem solve
  • Organized and able to prioritize tasks
  • Strong geographical and time zone knowledge
  • Customer Centric Personality and approach
  • Above average computer proficiency & knowledge:  Excel, Word, Powerpoint and Email
  • Must be flexible and available to work overtime/weekends when required

 

Skills

  • Excellent communication - English written & verbal
  • Customer centric
  • Problem solving
  • Ability to work in a team and independently
  • High emotional intelligence
  • Excellent telephone manner and etiquette
  • Multi-Tasking
  • Prioritizing and planning
  • Relationship building
  • Superior problem solving abilities

 

Competencies

  • Customer service orientation
  • Teamwork
  • Planning and organising
  • Must be able to work independently and use initiative
  • Must be able to work under pressure

 

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.