Contact Center Executive at Aramex South Africa

About the Job

Key Responsibilities

• Handle incoming phone calls.
• Resolve standard customers requests and route issues that require follow up to customer service, commercial and operational teams.

• Communicates customer inquiries/messages/feedback to relevant team members.
• Tracking of customer or branch parcels
• Booking collections and impex (imports)
• Pulling hardcopy POD’s
• Calling and/or emailing to clients or branches
• Sending invoices with PODs to various branches
• Advising customers of services and general information regarding operational procedures
• Being able to fully understand and compile international quotations.
• Arrange special trips.
• Courtesy calls to customers – Late Freight and /or customer update.
• Provide satisfactory service to customers.
• Handle escalated queries from branches, agents and clients (Backline) Typical Queries – Track & Trace, bad address shipments, copy proof of deliveries and verbal delivery details
• Full resolution of escalated queries in the most efficient time
• Resolution of assigned global case queries pertaining to international shipment for the branch.
• Monitoring and measuring own call quality for improvements.
• Ensuring a professional environment is maintained at all times with no excessive noise volumes or outburst.
• Managing international queries and supplying feedback to clients.
• Compiling import and export reports and assisting with updating vip clients on shipments sent.
• Adhoc domestics queries as and when needed.

Minimum Requirements

• Minimum requirement is a Matric (Grade 12) qualification and/or similar qualification or experience
• Frontline – 2 years call centre experience; 3 years call centre experience
• Industry knowledge and international experience advantageous
• Strong communication skills – excellent command of the English Language
• Customer centric personality
• Computer proficiency

Skills and Compentencies

• Communication - Written & Verbal
• Customer Focus
• Problem solving
• Telephone handling skills
• Multitasking
• Teamwork
• Problem Analysis