Location: Dubai, AE
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: 7025
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
