Job Description

Location -Stellenbosch , ,South Africa (ZA)

Job ID -5761

Key Responsibilities
xefx82xa7 To respond to all escalations, queries and requests promptly, professionally and within
SLA (where applicable), generally 45 minutes.
xefx82xa7 To answer and attend to incoming phone calls promptly and in a professional manner,
displaying empathy and being courteous at all times.
xefx82xa7 To acknowledge, attend to and resolve Global Cases promptly and within SLA.
xefx82xa7 To resolve all queries and customers' requests promptly and within reasonable time by
liaising with relevant departments, branches and Aramex appointed agents to ensure a
positive result in the shortest time frame.
xefx82xa7 Communicate customer inquiries/messages/feedback to relevant team members and/or
departments
xefx82xa7 To educate all contacts on self-help tools including but not limited to smartphone
applications, our website and the like
xefx82xa7 Tracking of customer or branch parcels on request and to provide feedback hourly
and/or daily
xefx82xa7 Attending to walk-in customers as and when required
xefx82xa7 To process Collection requests and to provide verbal and hardcopy
xefx82xa7 POD's promptly and within reasonable time
xefx82xa7 Professional and courteous written and verbal communication with Aramex customers,
departments, branches and agents
xefx82xa7 To provide reports as required and/or as per agreement with Aramex customers or
branches
xefx82xa7 To attend to invoice and POD requests from branches promptly
xefx82xa7 General education of Aramex customers, as well as advising customers of Aramex
services, requirements, operational procedures and prohibited commodities pro-actively
xefx82xa7 Attend to Drop Box queries and advising the Product Manager of any claims, queries and
concerns raised by Drop Box customers
xefx82xa7 Generating quotations and estimates on request
xefx82xa7 Updating InfoAxis and Global Cases with all actions taken/requests made to display the
most current information available
xefx82xa7 Requesting and/or arranging special trips and dedicated loads when required
xefx82xa7 Courtesy calls and SMS updates to customers pertaining to Late Freight, -Agent related
issues and/or general operational issues
xefx82xa7 Provide superior customer service to all internal and external Aramex contacts with a
customer centric approach
xefx82xa7 Handle and/or escalate queries promptly and within good time to and
from branches, agents and Aramex customers (Examples: Delays & misrouted
shipments, bad address shipments, ETD's, etc.)

Minimum Requirements
xefx82xa7 Minimum requirement is a Matric (Grade 12)
xefx82xa7 1-year customer service experience
xefx82xa7 Must have at least 1-year experience in the Logistics Industry
xefx82xa7 Strong communication skills - Excellent command of the English language
xefx82xa7 Customer Centric Personality
xefx82xa7 Computer Proficiency

Competencies
xefx82xa7 Integrity
xefx82xa7 Problem Solving
xefx82xa7 Planning and organising
xefx82xa7 Build and maintain relationships
xefx82xa7 Customer Focus

Skills
xefx82xa7 Communication - Written & Verbal
xefx82xa7 Customer Focus
xefx82xa7 Problem solving
xefx82xa7 Telephone handling skills
xefx82xa7 Multi-Tasking
xefx82xa7 Teamwork

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.

Aramex