Jobs at Aramex South Africa

Purpose of the Job

• The CRM Executive is responsible for managing customer relationships through the effective use of the Customer Relationship Management (CRM) system at Aramex. This role focuses on enhancing customer satisfaction, retention, and loyalty by analyzing customer data, facilitating communication, and supporting marketing initiatives.

Job Description

• Manage and maintain the CRM system, ensuring data accuracy and integrity for customer records.
• Analyze customer data to identify trends, preferences, and opportunities for improving customer engagement and satisfaction.
• Develop and implement customer retention strategies to enhance loyalty and reduce churn rates.
• Collaborate with sales, marketing, and customer service teams to align CRM activities with company goals and initiatives.
• Support the execution of marketing campaigns by segmenting customer data and targeting specific customer groups.
• Monitor customer interactions and feedback to improve service delivery and address potential issues proactively.
• Generate reports and dashboards to track CRM performance metrics, customer trends, and campaign effectiveness.
• Train and support staff in using the CRM system effectively to enhance customer interactions.
• Assist in developing and updating CRM processes and best practices to improve overall customer relationship management.
• Maintain a thorough understanding of Aramex’s services and offerings to provide accurate information to customers.
• Respond to customer inquiries and issues related to their accounts, ensuring prompt resolution and follow-up.
• Participate in cross-functional meetings to share insights and collaborate on customer experience improvement initiatives.

Job Requirements - Experience and Education
Education:

• Bachelor’s degree in business administration, logistics, marketing, or a related field is preferred.

Experience:

• Minimum of 5-6 years of experience in CRM management, customer service, or marketing, preferably in the logistics or e-commerce industry.
• Experience with CRM software (e.g., Salesforce, HubSpot) is highly desirable.

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Purpose of the Job

• The Receptionist / Contact Center Executive serves as the first point of contact for Aramex customers and visitors, providing a welcoming and professional environment. This role is essential in ensuring smooth communication between departments and supporting daily administrative tasks, contributing to overall operational efficiency.

Job Description

• Answering all incoming calls within three rings
• Reporting of telephone system faults to the relevant supplier
• Printing of daily reports from the telephone management system
• Sorting of Company mail to the correct person\department
• Compiling the company mailbag
• Welcoming and announcing visitors to the correct person
• Distribution of messages to the correct person within the performance standard time
• Filing of reception documents
• Liaising with callers in a professional, courteous and respectful manner
• Updating the extension lists and distribution to all staff
• Allocating and programming of persons to extension numbers
• Liaising with service providers- quotes / maintenance
• Monthly grocery shopping
• Weekly stock take
• Liaising with maintenance team and ensuring all job functions executed
• Typical Queries – Track & Trace, bad address shipments, copy proof of deliveries and verbal delivery details
• Proficient in Excel reporting, including reparation of daily SLA report
• Retrieve the Daily Collection Report by 15h00
• Update clients on any and all delays or discrepancies and reschedule collections as per client instructions.
• Handle the booking of IMPEX collections
• Arrange FTL requirements as needed
• Ensure Pre-alerts are communicated to the relevant Operational Delivery Branches

Job Requirements - Experience and Education

• Minimum requirement is a Matric (Grade 12)
• Strong communication skills – Excellent command of the English language
• Customer Centric Personality
• Computer Proficient