Customer Success Specialist - Express

at  Aramex

KEY REQUIREMENTS

• 3-5 years’ experience in the Express or Ecommerce industry
• 2-5 years’ experience of Customer Service preferably handling key business clients
• Good Express product knowledge
• Good skills in MS Excel
• Working knowledge of transportation management systems (TMS)
• Ability to handle challenging situation in a composed manner
• Excellent English Verbal & Written skills

• Focal point for customer’s express and ecommerce shipping requests
• Assist customers on status of their shipment, outstanding shipments or tracking.
• Manage end to end shipment life cycle liaising with all internal and external stakeholders
• Proactively informs customer on shipment status, exceptions and provides intermediate updates on incident solution
• Takes and handles customer inquiries, e.g. Track and Trace
• Responsible for all KPIs and SLAs agreed with allocated customers
• Takes and registers all customer complaints
• Drives solution of customer complaints by solving it directly or assigning tasks to other function
• Acts as first contact point for customer claims; supports customer in notification and reception of claims, provides claims documents, collects required documents from claimant and hands over to specialized claims handlers when documents are complete
• Ensure seamless transaction liaising with Pricing and Billing teams