Express Customer Service Specialist - Aramex

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

• 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

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