Senior Customer Success Specialist

Purpose of the Job

As a Senior Customer Success Specialist at Aramex, you will be the primary point of contact for all shipping requests, ensuring exceptional customer experiences. You will manage inquiries, coordinate with internal and external stakeholders, and proactively resolve issues throughout the shipment lifecycle to uphold Aramex's commitment to reliability and service excellence.

Job Description

• 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.

This role will serve US based Client hence the working hours will be based on US timing.

Job Requirements - Experience and Education

Leadership Behaviors

Skills