Senior Customer Service Executive
AramexJobsCloseBy Editorial Insights
Aramex is hiring a Senior Customer Service Executive in Abu Dhabi for a full-time onsite role focused on delivering high level support, managing escalations, and mentoring junior agents while driving service improvements. You will handle inquiries by phone, email, and chat, resolve complaints, build strong relationships, coordinate with sales logistics and finance, maintain CRM records, process orders, gather feedback, and report on metrics like response time and satisfaction. Keep product knowledge current and educate customers on new offerings, collaborate to refine workflows, and champion continuous improvement. Requirements: bachelor’s degree preferred, 2-4 years in customer service with supervisory experience, and proficiency in CRM (Salesforce) and MS Office. To apply effectively, tailor your resume with measurable results, highlight leadership and cross-functional wins, and write a concise cover note showing your fit and readiness to work onsite in Abu Dhabi.
Purpose of the Job
As a Senior Customer Service Executive at Aramex, you will be responsible for providing high-level customer support, handling escalated issues, and ensuring the delivery of exceptional service. You will lead and mentor junior team members, manage complex customer inquiries, and help drive improvements in customer service processes and satisfaction.
Job Description
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Handle customer complaints, provide appropriate solutions, and follow up to ensure resolution.
- Build and maintain strong customer relationships by providing a positive experience.
- Coordinate with internal teams (sales, logistics, finance, etc.) to resolve escalated issues.
- Maintain detailed records of customer interactions, issues, and resolutions in the CRM system.
- Process and track customer orders, ensuring accurate and timely delivery.
- Gather and record customer feedback to improve services and customer satisfaction.
- Prepare regular reports on customer service metrics, including response time, issue resolution, and customer satisfaction.
- Maintain up-to-date knowledge of the company’s products and services to provide accurate information to customers.
- Educate customers about new products, services, and promotions to enhance the customer experience.
- Collaborate with the customer service team to develop best practices and improve workflows.
- Suggest and implement improvements based on customer feedback and internal insights.
- Maintain accurate and up-to-date records of customer interactions and transactions.
- Participate in training programs to enhance customer service skills and knowledge.
Job Requirements - Experience and Education
- Bachelor’s degree in business, communications, or related field preferred.
- 2-4 years of Proven experience in a customer service role, preferably in a senior or supervisory capacity.
- Ability to interact professionally with customers and team members.
- Proficient in CRM software (e.g. Salesforce) and MS Office.