تنفيذي نجاح العملاء (Customer Success Executive)

Job Summary

The Customer Success Specialist acts as the main contact for clients regarding their shipping requests, managing the entire customer experience by maintaining detailed profiles and ensuring clear communication throughout the shipping process. The role focuses on delivering customized support to meet client needs and sustain business relationships.

Responsibilities

• Serve as the primary contact for customers’ express and ecommerce shipping requests.
• Provide assistance on shipment status, outstanding shipments, and tracking inquiries.
• Oversee the complete shipment lifecycle by coordinating with internal and external parties.
• Proactively update customers on shipment status, exceptions, and incident resolutions.
• Handle customer inquiries such as Track and Trace requests.
• Manage KPIs and SLAs agreed upon with assigned customers.
• Record and address all customer complaints, resolving them directly or delegating as needed.
• Act as the initial contact for customer claims, supporting claim notifications, document collection, and coordination with claims handlers.
• Ensure smooth transactions by collaborating with Pricing and Billing teams.

Requirements

• Bachelor’s degree in business or any other field.
• 2-4 years of customer service experience in the Express or Ecommerce industry.
• Good knowledge of Express products.
• Proficient in MS Office: Word, Excel, and PowerPoint.
• Familiarity with transportation management systems (TMS).
• Ability to manage challenging situations calmly.
• Excellent verbal and written English skills.

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