Aramex Customer Service Jobs in Johannesburg
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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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