Contact Center Executive

2 weeks ago

Stellenbosch Western Cape, South Africa Aramex Full time

**Key Responsibilities**:

- To respond to all escalations, queries and requests promptly, professionally and within
SLA (where applicable), generally 45 minutes.
- To answer and attend to incoming phone calls promptly and in a professional manner,
displaying empathy and being courteous at all times.
- To acknowledge, attend to and resolve Global Cases promptly and within SLA.
- To resolve all queries and customers’ requests promptly and within reasonable time by
liaising with relevant departments, branches and Aramex appointed agents to ensure a
positive result in the shortest time frame.
- Communicate customer inquiries/messages/feedback to relevant team members and/or
departments
- To educate all contacts on self-help tools including but not limited to smartphone
- Tracking of customer or branch parcels on request and to provide feedback hourly
and/or daily
- Attending to walk-in customers as and when required
- To process Collection requests and to provide verbal and hardcopy
- POD’s promptly and within reasonable time
- Professional and courteous written and verbal communication with Aramex customers,
departments, branches and agents
- To provide reports as required and/or as per agreement with Aramex customers or
branches
- To attend to invoice and POD requests from branches promptly
- General education of Aramex customers, as well as advising customers of Aramex
services, requirements, operational procedures and prohibited commodities pro-actively
- Attend to Drop Box queries and advising the Product Manager of any claims, queries and
concerns raised by Drop Box customers
- Generating quotations and estimates on request
- Updating InfoAxis and Global Cases with all actions taken/requests made to display the
most current information available
- Requesting and/or arranging special trips and dedicated loads when required
- Courtesy calls and SMS updates to customers pertaining to Late Freight, -Agent related
issues and/or general operational issues
- Provide superior customer service to all internal and external Aramex contacts with a
customer centric approach
- Handle and/or escalate queries promptly and within good time to and
from branches, agents and Aramex customers (Examples: Delays & misrouted
shipments, bad address shipments, ETD’s, etc.)

**Minimum Requirements**:

- Minimum requirement is a Matric (Grade 12)
- 1-year customer service experience
- Must have at least 1-year experience in the Logistics Industry
- Strong communication skills - Excellent command of the English language
- Customer Centric Personality
- Computer Proficiency

**Competencies**:

- Integrity
- Problem Solving
- Planning and organising
- Build and maintain relationships
- Customer Focus

**Skills**:

- Communication - Written & Verbal
- Customer Focus
- Problem solving
- Telephone handling skills
- Multi-Tasking
- Teamwork

**Company Overview**:
Since our founding in 1982 we have grown to become a world leader in comprehensive transport and delivery solutions for business and consumers. Headquartered in Dubai, at the heart of the world’s most dynamic commercial hub and on the site of historic trade routes linking east and west, commerce and transport are deeply embedded in Aramex’s DNA. We are dedicated to transforming the face of trade, expanding our operations rapidly to better connect businesses and consumers worldwide.

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