Express Customer Service Specialist - Aramex

eg. Accountant or Accounting or Kempinski



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Key Responsibilities

  • Attend to all Express Customer’s phone calls, queries and enquiries promptly and professionally
  • Acknowledge queries, Global Cases and email requests within 45 minutes of receipt
  • Logging Global Cases, follow up and ensure speedy resolution within prescribed SLA timelines
  • Resolve customer requests by taking ownership of calls and emails received
  • Continued follow up’s on existing queries until resolved
  • Where needed, consult with Commercial Teams, Operations Teams or other Customer Service Teams to find resolve in the quickest possible time frame
  • Communicate customer inquiries/messages/feedback to relevant team members
  • Tracking of customer Express shipments
  • Monitoring of all exports shipments from South Africa
  • Monitor Key Accounts, where applicable, as allocated and treat all requests as priority
  • Ensure Key Account Monitoring reports are compiled professionally, are checked for accuracy and sent to customers by agreed time without fail
  • Conduct investigations on service delivery failures, refer findings to the relevant manager and give feedback where and when required
  • Identifying service delivery gaps and highlight these to the relevant department, branch and or international office/partner
  • Take ownership of and/or refer clearance queries to the Airport office/ISD team for imports into South Africa
  • Offer support to all stations in South Africa on Express product related matters (CS, Commercial etc.)
  • Handle customer complaints personally until resolved
  • Retrieve hardcopy POD’s and update InfoAxis where and when necessary (Express)
  • Faxing, calling and/or e-mailing clients or branches promptly and professionally at all times

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  • Advise customers of service options, general import and export information, operational procedures etc.
  • Generate quotes for Express shipments and offering insurance when the value exceed R3000 when exporting
  • Arrange special trips when required
  • Obtain confirmation and arrange “Free Domicile” (DDP) shipments as per procedure
  • Handle of Repair and Return shipments DA65
  • Courtesy calls as and when required regarding Late freight and/or customer updates and follow up’s
  • Provide a professional, world class service to customers at all times
  • Handle escalated queries from branches, agents, clients and international offices/partners promptly and professionally
  • Full resolution of all queries in the most efficient time (Express)
  • Investigate lost/damaged shipments and provide the necessary documentation within the required timeframe to ensure compensation can be arranged timeously
  • Global Case SLA: Attempt to resolve GC queries in the quickest possible time to ensure customers are not unduly inconvenienced
  • Build effective and positive relationships with all stakeholders including but not limited to international offices, internal contacts, partners and internal contacts
  • Be a Customer Care Ambassador with the Customer’s Experience a priority

 

Minimum Requirements

  • Minimum requirement is a Matric (Grade 12) qualification
  • Minimum 3 years Call Center and/or Account Monitoring experience, ideally in a Courier /Express environment
  • International shipping experience (Import and Export)
  • Excellent communication skills and command of the English language
  • High Emotional Intelligence and ability to work in a pressured environment
  • Above average ability to analyze and problem solve
  • Organized and able to prioritize tasks
  • Strong geographical and time zone knowledge
  • Customer Centric Personality and approach
  • Above average computer proficiency & knowledge: Excel, Word, Powerpoint and Email
  • Must be flexible and available to work overtime/weekends when required

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Skills

  • Excellent communication - English written & verbal
  • Customer centric
  • Problem solving
  • Ability to work in a team and independently
  • High emotional intelligence
  • Excellent telephone manner and etiquette
  • Multi-Tasking
  • Prioritizing and planning
  • Relationship building
  • Superior problem solving abilities

Competencies

  • Customer service orientation
  • Teamwork
  • Planning and organising
  • Must be able to work independently and use initiative
  • Must be able to work under pressure

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