Customer Service Executive

Purpose of the Job

The Customer Service Executive plays a key role in delivering exceptional customer service by managing customer interactions, resolving queries, and maintaining customer satisfaction. This position requires strong communication skills, problem-solving abilities, and a customer-centric approach to enhance customer experience and support business objectives.

Job Description

• Communicate directly with external suppliers and internal employees of the customer.
• Resolve issues end-to-end  and follow-up for each case/email.
• Handle the packing process and apply insurance services as needed.
• Follow the invoicing and payment cycle with the credit team and the customer’s concerned department.
• Utilize e-tools systematically and technically.
• Calculate rates and liaise with providers.
• Guide and consult the customer’s team, to offer the best solutions.
• Coordinate with the Aramex freight team.
• Provide a weekly detailed delivery report for the customer’s team and management.
• Maintain a positive, empathetic, and professional attitude toward the customer at all times.

Job Requirements - Experience and Education

• Bachelor's degree in Business Administration or any relevant field.
• 2 years of experience in customer service.
• Excellent communication skills
• Proficiency in English, with strong professional writing skills.
• Excel background
• Experience in express services.

Leadership Behaviors
Building Outstanding Teams
Setting a clear direction
Simplification
Collaborate & break silos
Execution & Accountability
Growth mindset
Innovation
Inclusion
External focus


Skills
Communication Skills
Problem Solving
Adaptability
Time Management
Interpersonal And Relationship-Building Skills
Conflict Resolution
Audience Understanding
Attention To Details
Customer Centric
Active Listening
Negotiation Skills