Customer Service Leader

Job Description

Location-Dubai ,  ,United Arab Emirates (AE) 

Job ID -4859

Job Responsibilities:

• Has intimate knowledge of customer needs and ability to provide solutions.
• Work with the Customer Service Manager initiatives to  develop and implement service initiatives to improve the customer experience.
• Adhere to Customer Service Policies and Procedures to maximize the customer satisfaction in every customer transaction.
• Analyze sources of service failures, identify probable root causes and recommend solutions.
• Continuously encourage/enable customer service team members to solve customer inquiries and complaints.
• Manage daily customer complaints and ensure timely resolution.
• Manage the Global Case System and make sure all customer inquiries/requests are logged into the system and resolved within the required service level agreement.
• Develop and coach customer service team members on how to deal with customers’ requests, inquiries and complaints.
• Interact regularly with customers to understand and respond to their needs and get feedback on the service provided.
• Monitor the changing needs of the service, liaising with customers and frontline, to identify areas for improvement and make recommendations for service improvement and implementing those improvements.
• Responsible for SRN creation & Follow up, follow up on cases/complaints for cash customers.
• Continuously encourage/enable customer service team members to solve customer inquiries and complaints.
• Manage daily customer complaints and ensure timely resolution.
• Manage the Global Case System and make sure all customer inquiries/requests are logged into the system and resolved within the required service level agreement.
• Develop and coach customer service team members on how to deal with customers’ requests, inquiries and complaints.
• Interact regularly with customers to understand and respond to their needs and get feedback on the service provided.
• Monitor the changing needs of the service, liaising with customers and frontline, to identify areas for improvement and make recommendations for service improvement and implementing those improvements.
• Responsible for SRN creation & Follow up, follow up on cases/complaints for cash customers

Job Requirement:

•             Bachelor Degree in business or related fields

•             English proficiency

•             Computer Proficiency: MS office Applications (Word, Excel, Power Point & Outlook)

•             1 – 3 years’ experience in a related field

Company Overview:

Since our founding in 1982 we have grown to become a world leader in comprehensive transport and delivery solutions for business and consumers. Headquartered in Dubai, at the heart of the world’s most dynamic commercial hub and on the site of historic trade routes linking east and west, commerce and transport are deeply embedded in Aramex’s DNA. We are dedicated to transforming the face of trade, expanding our operations rapidly to better connect businesses and consumers worldwide.