Customer Service Leader

at Aramex
Published May 26, 2022
Expires July 25, 2022
Location Abu Dhabi, United Arab Emirates
Category Customer Service / Reservations / Telecalling  
Job Type Full-time  


Customer Service Leader

Location-Abu Dhabi ,  ,United Arab Emirates (AE)


Job ID -4454




Customer Success Leader




Job Key Details:




Act as the main focal point for escalations for assigned set of customers in one or  multiple geographies. Ensure a solution is provided to each customer. You need to ensure the escalations are not channeled above you hence strong relationships with customers, excellent communication, leadership skills, are key.

Manage a team of 5 to 12 Freight Customer Success Specialists.

Ensure the team follows customer success processes as per Operating Model

Billing/finance understanding of the freight billing cycle and its requirements

Manage end to end shipment life cycle liaising with all internal and external stakeholders

Responsible for all KPIs and SLAs agreed with allocated customers or internal SOPs

Coordinate with team members to ensure processes followed are in line with contract

Drives solution of customer complaints by solving it directly or assigning tasks to other internal and external stakeholders

Ensure seamless transaction liaising with Pricing and Billing teams.

Ensure the team follows regulatory and quality compliance as per Group polices and applicable local regulatory laws

Manage team roster and shifts as per the shipment volume / geography



Job Qualifications and Experience:




6 years’ experience in Freight Forwarding - mandatory experience

4 years’ experience of Customer Service preferably handling key business clients

3 years’ experience in managing people

Excellent product knowledge (ocean, Land and air freight)

Working knowledge of transportation management systems (TMS)

Commercial acumen

Ability to handle challenging situation in a composed manner

High self-motivation and ability to work independently and in a structured way

International exposure and cultural sensitivity

Excellent English Verbal & Written skills



Location – Abu Dhabi, UAE




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.

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