Job Description
Purpose of the Job
The Customer Service Executive plays a key role in delivering exceptional customer service by managing customer interactions, resolving queries, and maintaining customer satisfaction. This position requires strong communication skills, problem-solving abilities, and a customer-centric approach to enhance customer experience and support business objectives.
Job Description
- Handle all GCS cases, follow up and close all requests.
- Meet customer’s expectations by fulfilling their requirements, solve their problems, follow up their cases, and update them.
- Respond to all requests that are under IRT "Immediate Respond Team" as per the standard (respond within 24/7 and by 10 seconds to 10 minutes".
- Manage and meet customer expectations.
- Respond to all customer's inquiries to improve their customer service experience.
- Provide excellent customer service for customers as per Aramex CS standards.
- Facilitate the flow of information horizontally and vertically.
- Collaborate with the team to achieve the team objectives.
- Serve all customer's inquiries and provide full information and advice.
- Close pending cases in a timely manner.
- Achieve Aramex customer service KPIs Pass the customer service audits.
- Implement Customer Service KPIs
- Follow up on domestic and express outstanding shipments for cash if needed.
Job Requirements - Experience and Education
- Bachelor's degree in Business or related field
- 2 years of experience in a customer service role
Leadership Behaviors
Building Outstanding Teams
Setting a clear direction
Simplification
Collaborate & break silos
Execution & Accountability
Growth mindset
Innovation
Inclusion
External focus
Skills
Communication Skills
Problem Solving
Adaptability
Time Management
Interpersonal And Relationship-Building Skills
Conflict Resolution
Audience Understanding
Attention To Details
Customer Centric
Active Listening
Negotiation Skills
