CRM Coordinator at Aramex South Africa

Key Responsibilities

Backline Support for CRM Team:

• Dedicated in office contact for escalations should clients not be able to reach CRM’s.
• Support CRM’s with customer queries while they are on the road.
• Support CRM’s with data analysis on top accounts.
• Assist CRMs with certain functions, such as preparing credit notes and managing claims.

Customer reporting Control Tower:

• Prepare daily exception reports on top accounts i.e. detailed reports with ‘out of SLA’ reason codes. 
• Communicate daily exceptions directly to clients or CRM’s.
• Escalate exceptions to operations department for resolution and ensure prompt follow-up.
• Resolving issues based on the above exceptions before the client knows about the query.
• Provide customers with a daily/weekly overview (Customer dependent).
• Prepare weekly exception reports on top clients with hard copy POD requirements i.e. if the POD attachment has been loaded and continuous follow-ups completed.
• General in-office support

Minimum Requirements

• Minimum requirement is a Matric (Grade 12) qualification
• 5 Years experience in customer service and commercial administration
• Excellent administration skills
• High attention to detail
• Excellent verbal and written communication skills
• Advanced MS Excel skills (non negotioble)

Skills and Competencies

• Ability to work independently with minimum supervision
• Communication - Written & Verbal
• Planning, organising and time management
• Customer Focus
• Adaptability
• Teamwork
• Sense of urgency