Customer Service ExecutiveJob description:

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.