Senior Customer Service Executive
Aramex International
Total years of experience :8 years, 10 Months
Focal point for customer's shipping requests for air freight. Coordinate
with internal operations on all shipping requests.
Ability to work effectively with people at all levels in an organization
Develops relationships with dedicated customers.
Manage end to end shipment life cycle liaising with all internal and
external stakeholders.
Proactively informs customer on shipment status, exceptions and
provides intermediate updates on incident solution.
Responsible for all KPIs and SLAs agreed with allocated customers.
Drives solution of customer complaints by resolving it directly or
assigning tasks to other function.
Acts as first contact point for customer claims; supports customer in
notification and reception of claims, provides claims documents, collects
required documents from claimant and hands over to specialized claims
handlers when documents are complete
Outstanding problem-solving skills, having the ability to solve complex
issues by employing logical reasoning, creative thinking, and number
comfort
Handled 150-300 calls daily in very busy, fast-paced team
environment.
Learned new skills and applied to daily tasks to improve efficiency
and productivity.
Maintained Average handling time, achieve quality communicated
targets
Awarded as Employee of the month five times.
Recognized by company executives for providing extraordinary and
notable customer service.
Prepared hard copy training materials such as module summaries,
videos, and presentations.
Identify and assess customer's needs to achieve satisfaction
Actively listened to customers' requests, confirming full
understanding before addressing concerns.
Carried out day-to-day duties accurately and efficiently. Offered
friendly and efficient service to customers, handled challenging
situations with ease.
•Cater all customer walk-in requests and provide the required services
• Handle customer complaints and proposing solutions to ensure
customer satisfaction
• Ensure compliance to K.Y.C principles and money laundry
regulations requested by the central bank of Egypt and reporting
suspicious money laundering operations
• Handle daily reports of customer service activities
• Hold and maintain any custody assigned according to the
designation sheet as a main holder or substitute
• Prepare all documents and ensuring completeness of new
accounts, files to be ready for approval.
Providing administrative assistance, such as writing and editing e-mails,
drafting memos, and preparing communications on the executive’s
behalf
Maintaining comprehensive and accurate records
Performing minor accounting duties
Organizing meetings, including scheduling, sending reminders, and
organizing catering when necessary
Answering phone calls in a polite and professional manner
Welcoming visitors and identifying the purpose of their visit before
directing them to the appropriate department
Managing the executive’s calendar, including making appointments and
prioritizing the most sensitive matters
Assist in the preparation of meetings and events
Perform other related duties as required
Provide hiring application forms to new candidates and announce them
to the HR department
Maintain supplies inventory by checking stock to determine inventory level;
anticipating needed supplies; placing and expediting orders for supplies;
verifying receipt of supplies
Write letters and emails on behalf of other office staff
Prepare and monitor invoices
Concentration in Marketing research, Business Policies, Management Information Systems, International Management, Banks Management and Project Economics.