Customer Service Executive (Express & e-Commerce)

Customer Service Executive (Express & e-Commerce)

Location -Dubai ,  ,United Arab Emirates (AE) 

 Principal Accountabilities

•    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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