Customer Success Specialist
Dubai, United Arab Emirates
Job Description
Principal Accountabilities
Key Requirements
- Focal point for customer’s express and ecommerce shipping requests
- Assist customers on status of their shipment, outstanding shipments or tracking.
- Manage end to end shipment life cycle liaising with all internal and external stakeholders
- Proactively informs customer on shipment status, exceptions and provides intermediate updates on incident solution
- Takes and handles customer inquiries, e.g. Track and Trace
- Responsible for all KPIs and SLAs agreed with allocated customers
- Takes and registers all customer complaints
- Drives solution of customer complaints by solving it directly or assigning tasks to other function
- Acts as first contact point for customer claims; supports customer in notification and reception of claims, provides claims documents, collects required documents from claimant and hands over to specialized claims handlers when documents are complete
- Ensure seamless transaction liaising with Pricing and Billing teams
Key Requirements
- 3-5 years’ experience in the Express or Ecommerce industry
- 2-5 years’ experience of Customer Service preferably handling key business clients
- Good Express product knowledge
- Working knowledge of transportation management systems (TMS)
- Ability to handle challenging situation in a composed manner
- Excellent English Verbal & Written skills
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Job Detail
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Job IdJD1454075
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationDubai, United Arab Emirates
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EducationNot mentioned