Senior Customer Success Specialist

Purpose of the Job

As a Senior Customer Success Specialist at Aramex, you will be the primary point of contact for all shipping requests, ensuring exceptional customer experiences. You will manage inquiries, coordinate with internal and external stakeholders, and proactively resolve issues throughout the shipment lifecycle to uphold Aramex's commitment to reliability and service excellence.

Job Description

• Serve as the main point of contact for all shipping requests, delivering high-quality support and responsiveness that aligns with Aramex's service standards.
• Assist customers with tracking their shipments, addressing outstanding issues, and providing timely status updates.
• Oversee the entire shipment lifecycle, collaborating with relevant teams and external partners to ensure on-time deliveries.
• Provide proactive updates to customers on shipment status, exceptions, and resolutions for any incidents, enhancing customer satisfaction.
• Manage inquiries related to tracking and tracing shipments, ensuring accurate information is delivered promptly.
• Ensure adherence to all Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) established with allocated customers.
• Record and address customer complaints, ensuring effective and timely resolutions.
• Escalate issues as necessary and delegate tasks to appropriate functions to achieve swift resolutions.
• Act as the primary contact for customer claims, guiding them through the notification and documentation process while ensuring all necessary claims documents are provided.
• Collaborate with the Pricing and Billing teams to facilitate smooth transactions and ensure accurate billing and pricing information.
• The role is required to support US based clients.

Job Requirements - Experience and Education

• Bachelor’s degree in business administration, Logistics, or a related field.
• Extensive experience in customer service or customer success roles, preferably within the logistics or shipping sector.
• Excellent English Verbal & Written skills

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


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