Customer Success Specialist

3 weeks ago


Dubai, United Arab Emirates ARAMEX Full time
  • Focal point for customer’s express and ecommerce shipping requests
  • Assist customers on status of their shipment, outstanding shipments or tracking.
  • Manage end to end shipment life cycle liaising with all internal and external stakeholders
  • Proactively informs customer on shipment status, exceptions and provides intermediate updates on incident solution
  • Takes and handles customer inquiries, e.g. Track and Trace
  • Responsible for all KPIs and SLAs agreed with allocated customers
  • Takes and registers all customer complaints
  • Drives solution of customer complaints by solving it directly or assigning tasks to other function
  • Acts as first contact point for customer claims; supports customer in notification and reception of claims, provides claims documents, collects required documents from claimant and hands over to specialized claims handlers when documents are complete
  • Ensure seamless transaction liaising with Pricing and Billing teams

Key Requirements

  • 1-3 years’ experience in the Express or Ecommerce industry
  • Experience of Customer Service/ Success preferably handling key business clients
  • Good Express product knowledge
  • Good skills in MS Excel
  • Working knowledge of transportation management systems (TMS)
  • Ability to handle challenging situation in a composed manner
  • Excellent English Verbal & Written skills



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