Customer Service Executive

Overview

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We are on the hunt for a well organized, confident and assertive Customer Service Executive with exceptional problem solving and strategic thinking skills to join our aspirational team in Hamilton.

About the Company

Many well-known businesses across New Zealand trust Aramex to deliver. We handle the freight needs of many of the world’s largest e-commerce businesses as well as thousands of local companies.

Headquartered in Dubai with thriving operations in New Zealand, Aramex is a global leader in logistics and transportation solutions. There are currently 17 Regional Franchises and 300+ Courier Franchisees in NZ. Delivering across town and around the world, opportunities abound for motivated individuals to join the team.

Aramex is an equal opportunity employer. We are committed to creating an inclusive and diverse environment for all employees and adopt the philosophy that great performance comes from great people.

Key Responsibilities

• Ensure that any exception reporting and critical reports for assigned national / key account customers are executed and delivered on time to the relevant personnel and Regional Franchisees and to follow up on all pickup / delivery shipment failures.
• Ensure timely and professional handling of all incoming national / key account customer enquiries (by telephone, email or Zendesk tickets), consistent with Aramex standards and policies.
• Responsible for customer satisfaction, employee satisfaction, revenue growth and customer retention.
• Responsible for the customer services team department efficiencies including and ensuring that thorough investigations and processes are undertaken from tickets / enquiries assigned to you.
• Boost customer services performance through understanding department strengths and weaknesses to assist the department to achieve ambitious targets.
• Standardized processes and policies.
• Implementation and professional handling of E-tools such as Aramex.com, myfastway.me, WEB FMS, API pickups, Ivy-R, Zendesk, Blujay, OES, InfoAXS, Click to Ship, and Smartclear.
• Daily KPI achievements are monitored and are in-line with the KPI set targets.

Desired Knowledge, Skill and Experience

We understand the right candidate may not fulfill all of the desired criteria (this is just a wish list). If you think this would be a great opportunity for you and you can demonstrate most but not all of the criteria please apply today by submitting your cover letter and CV.

Due to the volume of applications for this role, we may only be able to respond to shortlisted candidates.

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