Job Description

Location -Cape Town , ,South Africa (ZA)

Job ID -5760

Key Responsibilities
. Has intimate knowledge of customer needs and ability to provide solutions
. Work with CSD manager 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
. Analyse sources of service failures, identify probable route causes and recommend solutions
. Continuously encourage the team to solve customer enquiries and complaints
. Manage daily customer complaints and ensure timely resolution.
. Develop and coach the team on dealing with customer requests, enquiries, and complaints.
. Handle all escalated queries
. Monitor daily call stats of the team
. Training and coaching of standard operation procedures of the department
. Handle all overflow of calls and incoming calls
. Planning team shifts and leave days
. Resource management, people and equipment
. Updating of performance management sessions of agents
. Complete missing parcel procedure
. Ensure all late freight line hauls and deliveries are actioned timeously, allocate queries to agents via email
. Resolve standard customersxc2x81f requests and route issues that require follow-up to customer service, commercial and operational teams
. Communicates customer inquiries/messages/feedback to relevant team members
. Provide satisfactory service to customers
. Handle escalated queries from branches, agents and clients
. Full resolution of escalated queries in the most efficient time

Minimum Requirements
. Minimum requirement is a Matric (Grade 12)
. Three years call center experience
. Proven track record with managing a team
. Strong communication skills . Excellent command of the English language
. Customer Centric Personality
. Computer Proficiency
. Minimum of 3 yearsxc2x81f experience within related field

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

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

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