Customer Service Executive

Job Description

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.