Customer Service Representative - Customs Clearance (Heliopolis)

Job Description

• Handle all GCS cases, follow up and close all requests.
• Attending customer’s inquiries by fulfilling their requirements, solve their problems, follow up their cases, and update them.
• Respond to all requests that are under IRT "Immediate Respond Team" as per the standard (respond within 24/7 and by 10 seconds to 10 minutes".
• Manage and meet customer expectations
• Respond to all customer's inquiries to improve their customer service experience.
• Provide excellent customer service for customers as per Aramex CS standards
• Facilitate the flow of information horizontally and vertically
• Collaborate with the team to achieve the team objectives
• Serve all customer's inquiries and provide full information and advice.
• Close pending cases in a timely manner.
• Achieve Aramex customer service KPIs Pass the customer service audits.
• Support to solve the bad address shipments if needed
• Implement Customer Service KPIs
• Sustain high customer satisfactory service level
• Follow up on domestic and express outstanding shipments for cash if needed
• Ensure customer satisfaction to retain customer