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Job Description
- Provide solutions and initiative and understand customer’s need to improve customer experience
- Ensure high customer satisfaction level to retain customers
- Increase customer loyalty by promoting Aramex Smiles
- Manage daily complaints and ensure timely resolution
- Ensure responding to customer inquiries on time
- Manage Station IRT (immediate response team) and achieve service level
- Handle and assist escalated cases until customer is satisfied
- Reporting any information that might impact company image and brand
- Monitor and enhance the overall CS team members’ performance
- Assess and evaluate CS member’s performance and set their development plans
- Ensure having a succession plan in place
- Identify and propose training for direct reports
- Set KPI’s and conduct annual performance review for CS members
- Assist teams to handle complex cases. (Lost, delayed, etc.)
- Develop and train CS members and frontline employees to achieve service excellence
- Continuously encourage/enable customer service team members to solve customer inquiries and complaints
- Follow up the CS monthly award nomination to motivate employees and encourage excellence
- Facilitate the flow of information horizontally and vertically
- Determine access requirements to information within the customer service to guarantee privacy and confidentiality based on sensitivity, classification, legal requirements and company policies, and pass to IT for implementation.
- Develop and maintain the customer service’s response and recovery plan during a disruptive incident, using the tools and templates provided by the local business continuity coordinator working within the BIE team.
- Ensure having a succession plan in place
- Maintain good relationship with all internal stakeholders to ensure all departments are aligned and updated
- Work with the Customer Service Manager to develop and implement service initiatives to improve the customer experience
- Monitor GCS performance and ensure proper timely resolution
- Ensure proper implementation of Aramex procedures and policies, new services, products and systems
- Coordinate with GSO Customer service team in relation to any new requirements needed in the system
- Work with ops to ensure smooth flow of deliveries
- Solve all GCS cases related to IRT (Immediate Respond Team)
- Ensure CS team working as per their set KPIs
- Adhere to company HSSE, compliance and sustainability corporate policies
- Ensure immediate response for customers to enhance their customer service experience and strengthen their loyalty
- Ensure customer satisfaction to retain customers
- Analyze and resolve the claims and compensations cases.
Job Requirements
- Minimum 5 years experience
