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

• Handle all GCS cases, follow up and close all requests.
• Meet customer’s expectations 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 per the standard (respond within 24/7 and by 10 seconds to 10 minutes".
• Manage and meet customer expectations.
• Respond to all customer's inquiries to improve their customer service experience.
• Provide excellent customer service for customers as per Aramex CS standards.
• Facilitate the flow of information horizontally and vertically.
• Collaborate with the team to achieve the team objectives.
• Serve all customer's inquiries and provide full information and advice.
• Close pending cases in a timely manner.
• Achieve Aramex customer service KPIs Pass the customer service audits.
• Implement Customer Service KPIs
• Follow up on domestic and express outstanding shipments for cash if needed.

Job Requirements - Experience and Education

• Bachelor's degree in Business or related field
• 2 years of experience in a customer service role

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