Purpose of the Job

The CRM Executive is responsible for managing customer relationships through the effective use of the Customer Relationship Management (CRM) system at Aramex. This role focuses on enhancing customer satisfaction, retention, and loyalty by analyzing customer data, facilitating communication, and supporting marketing initiatives.

Job Description

• Establish productive professional relationships with key personnel in assigned customer accounts.  These relationships will range from users, to influencers to decision makers.
• Drive growth opportunities within each account
• Coordinate the involvement of company personnel, including support, service, and management resources in order to meet account performance objectives and customers’ expectations
• Meet assigned targets for profitable sales volume and strategic objectives in assigned accounts
• Proactively assess, clarify and validate customer needs on an on-going basis.
• Achieve assigned budgets
• Achieve customer objectives defined by company management
• Maintain high customer satisfaction ratings
• To respond to all escalations, queries and requests promptly, professionally and within SLA (where applicable), generally 45 minutes.
• To answer and attend to incoming phone calls promptly and in a professional manner, displaying empathy and being courteous at all times.
• To acknowledge, attend to and resolve Global Cases promptly and within SLA.
• To resolve all queries and customers’ requests promptly and within reasonable time by liaising with relevant departments, branches and Aramex appointed agents to ensure a positive result in the shortest time frame.
• Communicate customer inquiries/messages/feedback to relevant team members and/or departments
• To educate all contacts on self-help tools including but not limited to smartphone applications, our website and the like
• Tracking of customer or branch parcels on request and to provide feedback hourly and/or daily
• Attending to walk-in customers as and when required
• To process Collection requests and to provide verbal and hardcopy POD’s promptly and within reasonable time
• Professional and courteous written and verbal communication with Aramex customers, departments, branches and agents
• To provide reports as required and/or as per agreement with Aramex customers or branches
• To attend to invoice and POD requests from branches promptly General education of Aramex customers, as well as advising customers of Aramex services, requirements, operational procedures and prohibited commodities pro-actively
• Attend to queries and advising the Product Manager of any claims, queries and concerns raised by customers
• Generating quotations and estimates on request
• Updating InfoAxis and Global Cases with all actions taken/requests made to display the most current information available
• Requesting and/or arranging special trips and dedicated loads when required -Courtesy calls and SMS updates to customers pertaining to Late Freight,
• Agent related issues and/or general operational issues
• Provide superior customer service to all internal and external Aramex contacts with a customer centric approach
• Handle and/or escalate queries promptly and within good time to and from branches, agents and Aramex customers (Examples: Delays & misrouted shipments, bad address shipments, ETD’s, etc.)

Job Requirements - Experience and Education

• Minimum requirement is a Matric (Grade 12)
• Minimum 3 years proven Call Center experience, ideally in the courier/freight/service industry
• Import /Export experience and customs knowledge advantageous
• Customer Centric Personality
• High emotional intelligence and ability to function in a pressurized environment
• Computer Proficiency – Microsoft suite (including Word, Excel and Email)
• Need to have worked for reputable corporates
• Proven track record of having made target
• Industry experience advantageous – Understanding of full supply chain (Freight, International & Warehousing products)
• Experience in presentation and negotiation of business solutions at senior management level
• Valid Code 08 driver’s license and own reliable transport
• Excellent communication skills

Leadership Behaviors

Skills