Senior Customer Service Executive
Job Fit Check
Base Career helps you apply smarter for this job.
Key skills for this role
About the Role
Aramex seeks a Senior Customer Service Executive in Abu Dhabi to provide high-level customer support, handle escalated issues, and mentor junior team members. Requires 2-4 years of customer service experience and a Bachelor's degree.
Key Skills for This Role
Responsibilities
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner
- Handle customer complaints, provide appropriate solutions, and follow up to ensure resolution
- Build and maintain strong customer relationships by providing a positive experience
- Coordinate with internal teams (sales, logistics, finance, etc.) to resolve escalated issues
- Maintain detailed records of customer interactions, issues, and resolutions in the CRM system
- Process and track customer orders, ensuring accurate and timely delivery
- Gather and record customer feedback to improve services and customer satisfaction
- Prepare regular reports on customer service metrics
- Maintain up to date knowledge of the company’s products and services
- Educate customers about new products, services, and promotions
- Collaborate with the customer service team to develop best practices and improve workflows
- Participate in training programs to enhance customer service skills and knowledge
Requirements
- Bachelor’s degree in business, communications, or related field preferred
- 2 4 years of proven experience in a customer service role, preferably in a senior or supervisory capacity
- Ability to interact professionally with customers and team members
- Proficient in CRM software (e.g. Salesforce) and MS Office
Full Job Posting
Purpose of the Job
- As a Senior Customer Service Executive at Aramex, you will be responsible for providing high level customer support, handling escalated issues, and ensuring the delivery of exceptional service.
- You will lead and mentor junior team members, manage complex customer inquiries, and help drive improvements in customer service processes and satisfaction.
Job Description
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Handle customer complaints, provide appropriate solutions, and follow up to ensure resolution.
- Build and maintain strong customer relationships by providing a positive experience.
- Coordinate with internal teams (sales, logistics, finance, etc.) to resolve escalated issues.
- Maintain detailed records of customer interactions, issues, and resolutions in the CRM system.
- Process and track customer orders, ensuring accurate and timely delivery.
- Gather and record customer feedback to improve services and customer satisfaction.
- Prepare regular reports on customer service metrics, including response time, issue resolution, and customer satisfaction.
- Maintain up to date knowledge of the company’s products and services to provide accurate information to customers.
- Educate customers about new products, services, and promotions to enhance the customer experience.
- Collaborate with the customer service team to develop best practices and improve workflows.
- Suggest and implement improvements based on customer feedback and internal insights.
Job Requirements Experience and Education
- Bachelor’s degree in business, communications, or related field preferred.
- 2 4 years of Proven experience in a customer service role, preferably in a senior or supervisory capacity.
- Ability to interact professionally with customers and team members.
- Proficient in CRM software (e.g. Salesforce) and MS Office.
Leadership Behaviors
- Building Outstanding Teams
- Collaborate & break silos
- Execution & Accountability
- External focus
- Growth mindset
- Inclusion
- Innovation
- Setting a clear direction
- Simplification
Skills
- Active Listening
- Adaptability
- Collaborative Mindset
- Communication Skills
- Conflict Resolution
- Customer Centric
- Industry Knowledge
- Interpersonal And Relationship Building Skills
- Multitasking
- Problem Solving
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at Aramex
Senior Facilities Team Leader
Jiddah, KSA
Aramex seeks a Senior Facilities Team Leader to oversee daily facilities operations, manage preventive and corrective maintenance, ensure HSE compliance, and lead vendor/contractor performance. The role requires a Bachel
Customer Success Specialist - Freight
Dubai, UAE
Aramex is looking for a Customer Success Specialist to manage freight shipping requests for industrial clients, handling end-to-end shipment lifecycle, tracking, complaints, and claims. Requires a Bachelor's degree in Bu
Customer Success Specialist - Freight
Dubai, UAE
Aramex seeks a Customer Success Specialist to manage freight shipping requests for industrial clients. The role involves tracking shipments, handling inquiries and complaints, and ensuring KPIs and SLAs are met. Requires
Regional Senior Manager - Market Enablement
Dubai, UAE
Aramex seeks a Regional Senior Manager to accelerate profitable growth by converting revenue strategy into market execution. You will develop value propositions, sales tools, market analysis, and enablement frameworks fo
Regional Manager - Revenue Management
Dubai, UAE
Aramex seeks a Regional Manager to maximize profitable revenue in express and freight by owning pricing architecture, commercial governance, and customer profitability analytics. The role requires 7+ years in pricing or
Head of Corporate Governance
Dubai, UAE
Aramex seeks a Head of Corporate Governance to shape and oversee the governance framework and secretarial functions across global subsidiaries. You will ensure compliance, manage board meetings, and lead a team. Requires
Senior Key Account Manager
Doha, QAT
Aramex is seeking a Senior Key Account Manager to manage key client relationships, develop customized logistics solutions, and drive revenue growth. The role requires 5-7 years of account management experience in logisti
Senior Key Account Manager
Doha, QAT
Aramex is seeking a Senior Key Account Manager in Doha to manage key client relationships and drive business growth. You will develop account strategies, negotiate contracts, and coordinate with operations to deliver cus
Senior Facilities Team Leader
Jiddah, KSA
Customer Success Specialist - Freight
Dubai, UAE
Customer Success Specialist - Freight
Dubai, UAE
Regional Senior Manager - Market Enablement
Dubai, UAE
Regional Manager - Revenue Management
Dubai, UAE
Head of Corporate Governance
Dubai, UAE
Senior Key Account Manager
Doha, QAT
Senior Key Account Manager
Doha, QAT