Contact Center Executive

Aramex; Cape Town; On-site; ZAR 120,000 - 180,000; Full time

Job summary

Aramex in Cape Town seeks a Contact Center Executive to deliver exceptional customer service by handling inquiries, resolving issues, and providing product information. You will log shipment requests, track updates, and address complaints to maintain customer satisfaction.

The role requires 1–2 years in a call center or customer service setting, a relevant degree, and proficiency with CRM and ticketing systems. MS Office skills and shift flexibility are expected.

Qualifications

• Bachelor’s degree or equivalent experience in customer service or related field.
• 1-2 years in customer service or call center role.
• Proficiency with contact center systems and basic office software; flexible with shifts.

Responsibilities

• Provide personalized customer service by responding to the needs of each customer.
• Log shipment collection requests.
• Track customers’ shipments to answer inquiries for updates on products as Express, Domestic, Shop & Ship and personalized.
• Handle and resolve customers’ complaints and escalate issues to concerned departments/CMTs.
• Provide products and service information to customers as needed.
• Answer customers’ general inquiries.
• Initiate telephone calls with customers to gather location/address and preferred timing for shipment delivery.
• Verify information for multiple deliveries for the same customer.
• Answer customers’ incoming calls to locate locations for personalized shipments.
• Act as an inbound executive by addressing complaints related to non-delivered or delayed shipments and other inquiries.
• Manage customers’ expectations in a professional, customer-centric manner.
• Provide tailored customer service for deliveries personalized per customer.

Skills

Customer service

Communication

Problem solving

Time management

Education

Bachelor's degree or equivalent

Tools

CRM systems

Ticketing systems

MS Office

Job description

The Contact Center Executive at Aramex will be responsible for delivering exceptional customer service by managing customer inquiries, resolving issues, and providing information about products or services. This role plays a critical part in ensuring customer satisfaction and loyalty through efficient communication and problem-solving.

Job Description

Job description:

The Contact Center Executive at Aramex will be responsible for delivering exceptional customer service by managing customer inquiries, resolving issues, and providing information about products or services. This role plays a critical part in ensuring customer satisfaction and loyalty through efficient communication and problem-solving.

• Provide personalized customer service by responding to the needs of each customer
• Log shipment collection requests.
• Track customers’ shipments to answer customer’s inquiries for updates on products as Express, Domestic, Shop & Ship and personalized
• Handle and resolve customers’ complaints and root certain issues and inquiries which are not under the contact center scope of responsibility to the concerned departments/CMTs.
• Provides products and service information to customers as needed.
• Answer customers’ general inquiries.
• Initiate telephone calls with the customers to gather initial information about location/address and preferred timing for shipment delivery.
• Verify information, in case of multiple delivery for same customer.
• Answer customers’ incoming calls to acquire locations for personalized shipments
• Act as an inbound executive by answering Customers’ calls in case of customers’ complaints related to a non-delivered or delayed shipment, or any inquiries related to general or personalized service or products.
• Manage customers’ expectation in the most professional customer-centric manner.
• Provide tailored customer service and respond to the needs of each customer as service/deliveries are personalized per customer.

Job Requirements - Experience and Education

• Bachelor’s degree or equivalent experience in customer service or a related field.
• 1-2 Years Experience in customer service or call center role.

• Proficient with contact center systems (CRM tools, ticketing systems, etc.) and basic office software (MS Office). Flexible with all shifts
• Previous experience handling customers’ inquiry via phone, email or live chat is preferred.

Leadership Behaviors

Building Outstanding Teams Collaborate & break silos Execution & Accountability External focus Growth mindset Inclusion Innovation Setting a clear direction Simplification Skills Communication Skills Customer Centric Decision Making Problem Solving Team Collaboration Time Management