Customer Success Specialist

Purpose of the Job

As the primary contact for express and eCommerce shipping, you will manage the entire shipment lifecycle, providing status updates and handling customer inquiries and complaints. You will ensure compliance with KPIs and SLAs, resolve issues by coordinating with internal teams, and facilitate claims processing by collecting and forwarding necessary documentation. Additionally, you'll work closely with Pricing and Billing teams to ensure seamless transactions.

Job Description

Location: Riyadh

Grade: E7

• Serve as the primary point of contact for customers' express and eCommerce shipping requests.
• Assist customers with tracking their shipments, addressing outstanding shipments, and providing status updates.
• Manage the end-to-end shipment lifecycle by coordinating with all internal and external stakeholders.
• Proactively update customers on shipment status, exceptions, and provide intermediate updates on resolution of incidents.
• Handle customer inquiries related to tracking and tracing shipments.
• Ensure compliance with all KPIs and SLAs agreed upon with allocated customers.
• Record and address all customer complaints.
• Resolve customer complaints directly or delegate tasks to appropriate functions to achieve resolution.
• Act as the initial contact for customer claims, supporting them in the notification and reception process, providing claims documents, and collecting necessary documentation for specialized claims handlers.

• Facilitate smooth transactions by coordinating with the Pricing and Billing teams.

Job Responsibilities - Experience and Education

• 1-3 years’ experience in the Express/ Ecommerce/ Freight industry
• 2-5 years’ experience of Customer Service preferably handling key business clients.
• Working knowledge on Microsoft office
• Excellent English Verbal & Written skills

Leadership Behaviors

Skills
Communication Skills
Problem Solving
Time Management
Negotiation Skills
Customer Centric
Organization & Planning
Attention To Details
Technical Proficiency
Analytical Skills