Customer Success Specialist

5 days ago


Dubai, Dubai, United Arab Emirates ARAMEX Full time


• Focal point for customer's freight shipping requests within the industrial sector.

• 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

Job Requirements (Experience and education):

• 0-3 years' experience in the Freight industry

• 2-5 years' experience of Customer Service preferably handling key business clients

• Good Express product knowledge

• 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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