مطلوب مدير تنفيذي في أرامكس في الكويت

About the job

Job description:

Purpose:
Ensure excellent customer service is provided to customers in a timely manner by adhering to set policies and standards to achieve highest satisfaction levels.
Key Responsibilities:
1. Customer
a. Macro
 Provide excellent customer service for customers in line with Aramex standards
b. Micro
 Handle all GCS team’s cases, follow up and close all requests On Time
 Respond promptly to customer inquiries, solve their problems and escalate when necessary
 Following up on the customer cases and constantly updating them
 Ensure following up with operations for any special customer needs or to resolve any problematic issues.
 Ensure building a strong relationship with the customer
 Following up on solving problematic issues for blocked accounts
 Ensure privacy and confidentiality of customer data in line with the company data security policies
 Reporting any information that might impact company image, brand or functioning
2. People
a. Macro
 Collaborate with the team to achieve its objectives
b. Micro
 Facilitate the flow of information horizontally and vertically
3. Operations
a. Macro
 Manage and meet customers’ expectations and needs
b. Micro
 Respond to customer enquiries and provide full information, accurate updates and recommendations on time
 Close pending cases in a timely manner
 Handle SRNs and follow up on shipment collections.
 Support in solving bad address cases when and where needed
 Assist the CMT Sales members by providing offers and rates to customers when needed
 Follow up on problematic customers cases (delayed/ Misrouted shipments) and make sure they are resolved properly
 Promote usage of e-tools and encourage customers to use them
 Updating CMT Sales and Leader on customer issues, challenges and opportunities regularly
 Ensure the integrity and accuracy of data updated in the CRM system
 Adhere to company HSSE, compliance and sustainability corporate policies and standards
4. Financial Results
a. Macro
 Implement high customer service standards level to ensure customers’ retention and continued business
b. Micro
 Regularly provide the customer with a professional service to promote the company brand and image as well as retain customers