Contact Center Executive at Aramex South Africa

Purpose of the Job

• The Contact Center Executive at Aramex will be responsible for delivering exceptional customer service by managing customer inquiries, resolving issues, and providing information about products or services. This role plays a critical part in ensuring customer satisfaction and loyalty through efficient communication and problem-solving.

Job Description

• Provide personalized customer service by responding to the needs of each customer
• Log shipment collection requests.
• Track customers’ shipments to answer customer’s inquiries for updates on products as Express, Domestic, Shop & Ship and personalized
• Handle and resolve customers’ complaints and root certain issues and inquiries which are not under the contact center scope of responsibility to the concerned departments/CMTs.
• Provides products and service information to customers as needed.
• Answer customers’ general inquiries.
• Initiate telephone calls with the customers to gather initial information about location/address and preferred timing for shipment delivery.
• Verify information, in case of multiple delivery for same customer.
• Answer customers’ incoming calls to acquire locations for personalized shipments
• Act as an inbound executive by answering Customers’ calls in case of customers’ complaints related to a non-delivered or delayed shipment, or any inquiries related to general or personalized service or products.
• Manage customers’ expectation in the most professional customer-centric manner.
• Provide tailored customer service and respond to the needs of each customer as service/deliveries are personalized per customer.

Job Requirements - Experience and Education

• Bachelor’s degree or equivalent experience in customer service or a related field.
• 1-2 Years Experience in customer service or call center role.
• Proficient with contact center systems (CRM tools, ticketing systems, etc.) and basic office software (MS Office). Flexible with all shifts
• Previous experience handling customers’ inquiry via phone, email or live chat is preferred.