CRM Executive - Pretoria, South Africa - Aramex

Aramex

Verified Company

Pretoria, South Africa

2 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Internal CRM I Dropbox

Key Responsibilities

Establish productive professional relationships with key personnel in assigned customer accounts. These relationships will range from users, to influencers to decision makers (FD's, MD's, CEO's etc.)
Drive growth opportunities within each account
Coordinate the involvement of company personnel, including support, service, and management resources in order to meet account performance objectives and customers' expectations
Meet assigned targets for profitable sales volume and strategic objectives in assigned accounts
Proactively assess, clarify and validate customer needs on an ongoing basis.
Accountabilities and Performance Measures:
Achieve assigned budgets
Achieve customer objectives defined by company management
Maintain high customer satisfaction ratings
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
Tracking of customer or branch parcels on request and to provide feedback hourly and/or daily
Attending to walkin customers as and when required
To process Collection requests and to provide verbal and hardcopy POD's 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 proactively
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, ETD's, etc.)

Minimum Requirement

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
Need to have worked for reputable corporates
Proven track record of having made target

Industry experience advantageous

Understanding of full supply chain (Freight, International & Warehousing products)
Experience in presentation and negotiation of business solutions at senior management level
Valid Code 08 driver's license and own reliable transport
Excellent communication skills

COMPETENCIES:

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

SKILLS

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

Company Overview:

Since our founding in 1982 we have grown to become a world leader in comprehensive transport and delivery solutions for business and consumers.

Headquartered in Dubai, at the heart of the world's most dynamic commercial hub and on the site of historic trade routes linking east and west, commerce and transport are deeply embedded in Aramex's DNA.

We are dedicated to transforming the face of trade, expanding our operations rapidly to better connect businesses and consumers worldwide.