Area: Bloemfontein, at the client RXME office
Key Responsibilities
- To respond to all escalations, queries and requests promptly, professionally and within SLA (where applicable), generally 45 minutes.
- To answer and attend to incoming phone calls promptly and in a professional manner, displaying empathy and being courteous at all times.
- To acknowledge, attend to and resolve Global Cases promptly and within SLA.
- To resolve all queries and customers requests promptly and within reasonable time by liaising with relevant departments, branches and Aramex appointed agents to ensure a positive result in the shortest time frame.
- Communicate customer inquiries/messages/feedback to relevant team members and/or departments
- To educate all contacts on self-help tools including but not limited to smartphone applications, our website and the like
- Tracking of customer or branch parcels on request and to provide feedback hourly and/or daily
- Attending to walk-in customers as and when required
- To process Collection requests and to provide verbal and hardcopy PODs promptly and within reasonable time
- Professional and courteous written and verbal communication with Aramex customers, departments, branches and agents
- To provide reports as required and/or as per agreement with Aramex customers or branches
- To attend to invoice and POD requests from branches promptly General education of Aramex customers, as well as advising customers of Aramex services, requirements, operational procedures and prohibited commodities pro-actively
- Attend to Drop Box queries and advising the Product Manager of any claims, queries and concerns raised by Drop Box customers
- Generating quotations and estimates on request
- Updating InfoAxis and Global Cases with all actions taken/requests made to display the most current information available
- Requesting and/or arranging special trips and dedicated loads when required -Courtesy calls and SMS updates to customers pertaining to Late Freight,
- Agent related issues and/or general operational issues
- Provide superior customer service to all internal and external Aramex contacts with a customer centric approach
- Handle and/or escalate queries promptly and within good time to and from branches, agents and Aramex customers (Examples: Delays & misrouted shipments, bad address shipments, ETDs, etc.)
- Assist our customer with packing the product.
- Create waybills and prepare parcels for their destinations.
- Minimum requirement is a Matric (Grade 12)
- Minimum 3 years proven Call Center experience, ideally in the courier/freight/service industry
- Import /Export experience and customs knowledge advantageous
- Customer Centric Personality
- High emotional intelligence and ability to function in a pressurized environment
- Computer Proficiency Microsoft suite (including Word, Excel and Email)
- Integrity & proven great work ethic
- Commercial awareness
- Results orientated
- Ability to find solutions and solve problems promptly
- Good time management, planning and organizational skills
- Interpersonal skills - Advanced ability to build and maintain relationships
- Teamwork - Ability to work well in a team as well as independently
- Strong communication skills Excellent command of the English language (verbal & written)
- Ability to move between tasks and prioritize well
- Excellent telephone manner and etiquette
- Customer centric approach
- Collaborative approach & teamwork
