Customer Service Leader

il y a 2 jours

Casablanca, Casablanca-Settat, Maroc Aramex Temps plein

Job description:

Purpose of the Job

The Customer Service Leader will be responsible for leading and developing the customer service team, managing customer inquiries, and resolving customer issues in a timely manner to provide maintain high customer satisfaction. Coordinating with operations and other teams to improve customer satisfaction.

Job Description

  • Explain proposed solutions to customers, management, or other interested parties to improve customer experience.
  • Develop an understanding of customers' needs and take actions to ensure that such needs are met.
  • Develop and implement tools to maintain service quality level in customer requirement.
  • Maintain and develop positive business relationships with a customer's key personnel involved in or directly relevant to operations activity.
  • Review operations performance with customers against targets, KPI's and service agreements.
  • Work with the Customer Service Manager to develop and implement service initiatives to improve the customer experience.
  • Direct and support the compilation and analysis of technical source data necessary for product development.
  • Manage daily complaints and ensure timely resolution.
  • Ensure responding to customer inquiries on time.
  • Increase customer loyalty by providing programs reward.
  • Develop and train customer service members and frontline employees to achieve service excellence.
  • Ensure having a succession plan in place.
  • Set KPI's and conduct annual performance review for the team.

Job Requirements - Experience and Education

  • Bachelor Degree in business or related fields
  • English proficiency
  • Computer Proficiency: MS office Applications (Word, Excel, Power Point & Outlook)
  • 4-5 years' experience in a related field
  • Knowledge of operational, sales and service in all products Express, Domestic, Freight
  • Knowledge of ground operations
  • Knowledge of specific customer needs / requirements for customers requiring Supply

Leadership Behaviors Building Outstanding Teams Setting a clear direction Simplification Collaborate & break silos Execution & Accountability Growth mindset Innovation Inclusion External focus Skills Customer Focus Communication Skills Problem Solving Leadership Skills Time Management Negotiation Skills Basic Selling Skills

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