Contact Center Executive - Aramex

Key Responsibilities

• Receipt of Courier Details to generate shipping information and collection confirmation

• Resolve standard customers’ requests and route issues that require follow-up to customer service, commercial and operational teams

• Communicates customer inquiries/messages/feedback to relevant team members

• Tracking of customer or branch parcels

• Taking collections

• Pulling hardcopy PODs

• Faxing, calling and/or e-mailing clients or branches

• Advising customers of services and general information regarding operational procedures

• Being able to fully understand and take quotes

• Arrange special trips

• Advise customer of Late freight and/or customer update

• Handle typical queries - Track & Trace, bad address shipments, copy proof of deliveries and verbal delivery details

• Full resolution of escalated queries in the most efficient time

• Daily and Monthly Reporting

• Data capturing and POD updates

Minimum Requirements

• Minimum requirement is a Matric (Grade 12) qualification and/or similar qualification or experience

• 3 years call center experience

• Industry knowledge and international experience advantageous

• Strong communication skills – Excellent command of the English language

• Customer Centric Personality
• Computer Proficiency (Microsoft Office Packages i.e. Excel, Outlook, PowerPoint)

COMPETENCIES

• Communication - Verbal & Written

• Customer Focus

• Teamwork
• Problem Analysis

SKILLS

• Communication - Written & Verbal

• Customer Focus

• Problem-solving

• Telephone handling skills

• Multi-Tasking