Contact Center Executive

Purpose of the Job

The Contact Center Executive at Aramex will be responsible for delivering exceptional customer service by managing customer inquiries, resolving issues, and providing information about products or services. This role plays a critical part in ensuring customer satisfaction and loyalty through efficient communication and problem-solving.

Job Description

• Provide personalized customer service by responding to the needs of each customer
• Log shipment collection requests.
• Track customers’ shipments to answer customer’s inquiries for updates on products as Express, Domestic, Shop & Ship and personalized
• Handle and resolve customers’ complaints and root certain issues and inquiries which are not under the contact center scope of responsibility to the concerned departments/CMTs.
• Provides products and service information to customers as needed.
• Answer customers’ general inquiries.
• Initiate telephone calls with the customers to gather initial information about location/address and preferred timing for shipment delivery.
• Verify information, in case of multiple delivery for same customer.
• Answer customers’ incoming calls to acquire locations for personalized shipments
• Act as an inbound executive by answering Customers’ calls in case of customers’ complaints related to a non-delivered or delayed shipment, or any inquiries related to general or personalized service or products.
• Manage customers’ expectation in the most professional customer-centric manner.
• Provide tailored customer service and respond to the needs of each customer as service/deliveries are personalized per customer.

Job Responsibilities - Experience and Education

• Bachelor’s degree or equivalent experience in customer service or a related field.
• 1-2 Years Experience in customer service or call center role.

• Proficient with contact center systems (CRM tools, ticketing systems, etc.) and basic office software (MS Office). Flexible with all shifts
• Previous experience handling customers’ inquiry via phone, email or live chat is preferred.

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


Skills
Communication Skills
Customer Centric
Decision Making
Problem Solving
Team Collaboration
Time Management