Shop and Ship Service Recovery Executive
Aramex
مجموع سنوات الخبرة :9 years, 5 أشهر
• Proactively resolved customer issues and complaints related to the Shop and Ship service.
• Escalate shipment issues to the concerned operations team for swift problem-solving.
• Collaborate with internal teams to improve service recovery and prevent future issues.
• Handle compensation processes for eligible cases, ensuring fair and prompt resolutions and follow up with the accounting team to ensure timely processing for refunds.
• Provide empathetic and professional customer support for escalated shipment matters.
• Maintain a deep understanding of service policies and procedures.
• Collection & Dispatch, (Aug 2019-Aug 2021):
o Release pending details collections (DXB & AUH). o Daily reports (Dispatched, Attendance).
• Frontline Customer Executive CS pool for Saudi Arabia, (Sep 2021-Nov 2022):
o Efficiently handled inquiries, orders, and shipments. o Collaborated with teams to resolve issues. o Generating monthly and daily incoming inquiries quantities report. o Received commendations foroutstanding service.
• On-hold collections.
• Handling Aramex Go service customer service pool.
• Address customer inquiries and provide timely solutions for shipping and logistics-related issues.
• Communicate with customers from diverse backgrounds, demonstrating empathy and patience.
• Actively listen and understand customer needs to efficiently resolve problems.
• Use company systems and tools to track shipments and update customers on parcel status.
(Shamal Start), it’s an EU-funded project that aims to offer education and training opportunities to
entrepreneurs with innovative projects in the manufacturing and services sectors of Irbid and
Mafraq governors. In this role, my responsibilities include:
▪ Coordinating logistics for training, workshops, and informational sessions.
▪ Conduct awareness sessions through field visits to Irbid and Mafraq.
▪ Preparing detailed reports based on the findings from these field visits.
▪ Managing and maintaining social media accounts related to the project.
As part of the pioneering academy in Jordan that fosters the innovative capabilities of children in
technology and engineering, I contribute to transforming young minds into adept inventors
capable of translating ideas into practical products and services. In my role, I am responsible for:
• Organizing and managing training logistics to ensure seamless sessions.
• Accurate data entry and invoicing for payments and salaries.
• Handling and managing social media accounts to promote the academy's offerings.
• Providing top-notch customer service through various channels, including phone calls and emails.
Aramex Emirates - Outsourcing project.
Mobily Telecommunication company - Outsourcing project.
Data entry - the Insurance Department