Website Aramex
Aramex (Arabic: ارامكس ’arāmaks) is a global transportation and logistics services company providing a variety of express, logistics, freight forwarding and domestic distribution services. The company was established in 1982 and is headquartered in Amman, Jordan. Aramex also provides a number of retail services including mail-order catalog services and mail forwarding services
Customer Service Leader
Job Purpose :
Ensure excellent Customer Service is provided to customers in timely manner, by adhering to policies and standards to achieve highest satisfaction levels and ensure service recovery whenever needed.
Job Responsibilities :
- Has intimate knowledge of customer needs and ability to provide solutions.
- Work with the Customer Service Manager initiatives to improve the customer experience to develop and implement service.
- Adhere to Customer Service Policies and Procedures to maximize the customer satisfaction in every customer transaction.
- Analyze sources of service failures, identify probable root causes and recommend solutions.
- Continuously encourage or enable Customer Service members to solve customer enquiries and complaints.
- Manage daily customer complaints and ensure timely resolution.
- Manage the Global Case System and make sure all customer inquiries/requests are logged into the system and resolved within the required service level agreement.
- Develop and coach customer service team members on how to deal with customers’ requests, inquiries and complaints.
- Interact regularly with customers to understand and respond to their needs and get feedback on the service provided.
- Monitor the changing needs of the service, liaising with customers and frontline, to identify areas for improvement and make recommendations for service improvement and implementing those improvements.
- Responsible for SRN creation & Follow up, follow up on cases/complaints for cash customers.
Job Requirement :
- Bachelor Degree in Business or related field
- English proficiency
- Computer Proficiency: MS office Applications (Word, Excel, Power Point & Outlook)
- 3 – 5 years’ experience in a related field
To apply for this job please visit careers.aramex.com.