Senior Customer Service Executive

2 months ago


القاهرة, Egypt Aramex Full time

**Purpose of the Job**:
As a Senior Customer Service Representative, you will play a vital role in ensuring a seamless customer experience. You will oversee customer inquiries, provide expert support, and handle complex issues related to shipping and logistics.

Customer Interaction:

- Provide detailed information regarding shipping services, rates, and transit times.

Issue Resolution:

- Handle and resolve escalated customer issues and complaints in a timely manner.
- Coordinate with various departments to ensure customer satisfaction.

Order Management:

- Monitor and manage customer orders, including tracking shipments and updating customers on status.
- Assist with any necessary changes to shipments, including cancellations or reroutes.

Team Leadership:

- Train and mentor junior customer service staff, fostering a collaborative team environment.
- Assist in developing customer service protocols and best practices.

Performance Metrics:

- Track and analyze customer service metrics to identify areas for improvement.
- Prepare reports on customer feedback and service performance.

Customer Relationship Management:

- Build and maintain strong relationships with key customers to enhance retention and satisfaction.
- Conduct follow-ups to ensure ongoing customer satisfaction.

Documentation:

- Ensure all customer interactions and transactions are accurately documented.

**Job Responsibilities - Experience and Education**:
**Job Requirements**:

- 2+ years of experience in customer service, preferably in shipping or logistics.
- Experience in Express product.
- Strong problem-solving skills and the ability to manage multiple tasks.
- Excellent communication and interpersonal skills.
- Proficiency in customer service software and Microsoft Office Suite.
- Ability to work independently and as part of a team.

**Leadership Behaviors**:

- Building Outstanding Teams- Setting a clear direction- Simplification- Collaborate & break silos- Execution & Accountability- Growth mindset- Innovation- Inclusion- External focus**Skills**:



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