Location: Cairo, EG
Company Overview:
Since our founding in 1982 we have grown to become a world leader in comprehensive transport and delivery solutions for business and consumers. Headquartered in Dubai, at the heart of the world’s most dynamic commercial hub and on the site of historic trade routes linking east and west, commerce and transport are deeply embedded in Aramex’s DNA. We are dedicated to transforming the face of trade, expanding our operations rapidly to better connect businesses and consumers worldwide.
Custom Field 1: 6793
Senior Customer Service Executive
Purpose of the Job
As a Senior Customer Service Representative, you will play a vital role in ensuring a seamless customer experience. You will oversee customer inquiries, provide expert support, and handle complex issues related to shipping and logistics.
Job Description
Customer Interaction:
Serve as the primary point of contact for customer inquiries via phone, email, and chat. Provide detailed information regarding shipping services, rates, and transit times.
Issue Resolution:
Handle and resolve escalated customer issues and complaints in a timely manner. Coordinate with various departments to ensure customer satisfaction.
Order Management:
Monitor and manage customer orders, including tracking shipments and updating customers on status. Assist with any necessary changes to shipments, including cancellations or reroutes.
Team Leadership:
Train and mentor junior customer service staff, fostering a collaborative team environment. Assist in developing customer service protocols and best practices.
Performance Metrics:
Track and analyze customer service metrics to identify areas for improvement. Prepare reports on customer feedback and service performance.
Customer Relationship Management:
Build and maintain strong relationships with key customers to enhance retention and satisfaction. Conduct follow-ups to ensure ongoing customer satisfaction.
Documentation:
Ensure all customer interactions and transactions are accurately documented.
Job Responsibilities - Experience and Education
Job Requirements: 2+ years of experience in customer service, preferably in shipping or logistics. Experience in Express product. Strong problem-solving skills and the ability to manage multiple tasks. Excellent communication and interpersonal skills. Proficiency in customer service software and Microsoft Office Suite. Ability to work independently and as part of a team.
Leadership Behaviors
Building Outstanding Teams Setting a clear direction Simplification Collaborate & break silos Execution & Accountability Growth mindset Innovation Inclusion External focus
Skills