Senior Customer Service Executive

Purpose of the Job

As a Senior Customer Service Executive at Aramex, you will be responsible for providing high-level customer support, handling escalated issues, and ensuring the delivery of exceptional service. You will lead and mentor junior team members, manage complex customer inquiries, and help drive improvements in customer service processes and satisfaction.

Job Description

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Handle customer complaints, provide appropriate solutions, and follow up to ensure resolution.
• Build and maintain strong customer relationships by providing a positive experience.

• Coordinate with internal teams (sales, logistics, finance, etc.) to resolve escalated issues.
• Maintain detailed records of customer interactions, issues, and resolutions in the CRM system.

• Process and track customer orders, ensuring accurate and timely delivery.
• Gather and record customer feedback to improve services and customer satisfaction.
• Prepare regular reports on customer service metrics, including response time, issue resolution, and customer satisfaction.
• Maintain up-to-date knowledge of the company’s products and services to provide accurate information to customers.
• Educate customers about new products, services, and promotions to enhance the customer experience.

• Collaborate with the customer service team to develop best practices and improve workflows.
• Suggest and implement improvements based on customer feedback and internal insights.
• Maintain accurate and up-to-date records of customer interactions and transactions.
• Participate in training programs to enhance customer service skills and knowledge.

Job Requirements - Experience and Education

• Bachelor’s degree in business, communications, or related field preferred.
• 2-4 years of Proven experience in a customer service role, preferably in a senior or supervisory capacity.
• Ability to interact professionally with customers and team members.
• Proficient in CRM software (e.g. Salesforce) and MS Office.

Leadership Behaviors
Building Outstanding Teams
Collaborate & break silos
Execution & Accountability
External focus
Growth mindset
Inclusion
Innovation
Setting a clear direction
Simplification
Skills
Active Listening
Adaptability
Collaborative Mindset
Communication Skills
Conflict Resolution
Customer Centric
Industry Knowledge
Interpersonal And Relationship-Building Skills
Multitasking
Problem Solving