Senior Customer Success Specialist

Job Description

Job Description

• Serve as the main point of contact for all shipping requests, delivering high-quality support and responsiveness that aligns with Aramex's service standards.
• Assist customers with tracking their shipments, addressing outstanding issues, and providing timely status updates.
• Oversee the entire shipment lifecycle, collaborating with relevant teams and external partners to ensure on-time deliveries.
• Provide proactive updates to customers on shipment status, exceptions, and resolutions for any incidents, enhancing customer satisfaction.
• Manage inquiries related to tracking and tracing shipments, ensuring accurate information is delivered promptly.
• Ensure adherence to all Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) established with allocated customers.
• Record and address customer complaints, ensuring effective and timely resolutions.
• Escalate issues as necessary and delegate tasks to appropriate functions to achieve swift resolutions.
• Act as the primary contact for customer claims, guiding them through the notification and documentation process while ensuring all necessary claims documents are provided.
• Collaborate with the Pricing and Billing teams to facilitate smooth transactions and ensure accurate billing and pricing information.
• This role will serve US based Client hence the working hours will be based on US timing.

Job Requirements - Experience And Education

• Bachelor’s degree in business administration, Logistics, or a related field.
• Extensive experience in customer service or customer success roles, preferably within the logistics or shipping sector.
• Excellent English Verbal & Written skills
• Leadership Behaviors Collaborate & break silos Execution & Accountability External focus Growth mindset Inclusion Innovation Simplification Skills Analytical Skills Attention To Details Communication Skills Negotiation Skills Organization & Planning Problem Solving Technical Proficiency Time Management