Overview
CRM Executive Jobs in Pretoria, South Africa at Aramex
The CRM Executive is responsible for managing customer relationships through the effective use of the Customer Relationship Management (CRM) system s role focuses on enhancing customer satisfaction, retention, and loyalty by analyzing customer data, facilitating communication, and supporting marketing initiatives.
Job Description
- Establish productive professional relationships with key personnel in assigned customer accounts. These relationships will range from users, to influencers to decision makers.
- Drive growth opportunities within each account
- Coordinate the involvement of company personnel, including support, service, and management resources in order to meet account performance objectives and customers’ expectations
- Meet assigned targets for profitable sales volume and strategic objectives in assigned accounts
- Proactively assess, clarify and validate customer needs on an on-going basis.
- Achieve assigned budgets
- Achieve customer objectives defined by company management
- Maintain high customer satisfaction ratings
- To respond to all escalations, queries and requests promptly, professionally and within SLA (where applicable), generally 45 minutes.
- To answer and attend to incoming phone calls promptly and in a professional manner, displaying empathy and being courteous at all times.
- To acknowledge, attend to and resolve Global Cases promptly and within SLA.
- To resolve all queries and customers’ requests promptly and within reasonable time by liaising with relevant departments, branches and Aramex appointed agents to ensure a positive result in the shortest time frame.
- Communicate customer inquiries/messages/feedback to relevant team members and/or departments
- To educate all contacts on self-help tools including but not limited to smartphone applications, our website and the like
- Tracking of customer or branch parcels on request and to provide feedback hourly and/or daily
- Attending to walk-in customers as and when required
- To process Collection requests and to provide verbal and hardcopy POD’s promptly and within reasonable time
- Professional and courteous written and verbal communication with Aramex customers, departments, branches and agents
- To provide reports as required and/or as per agreement with Aramex customers or branches
- To attend to invoice and POD requests from branches promptly General education of Aramex customers, as well as advising customers of Aramex services, requirements, operational procedures and prohibited commodities pro-actively
- Attend to queries and advising the Product Manager of any claims, queries and concerns raised by customers
- Generating quotations and estimates on request
- Updating Info Axis and Global Cases with all actions taken/requests made to display the most current information available
- Requesting and/or arranging special trips and dedicated loads when required
-Courtesy calls and SMS updates to customers pertaining to Late Freight, - Agent related issues and/or general operational issues
- Provide superior customer service to all internal and external Aramex contacts with a customer centric approach
- Handle and/or escalate queries promptly and within good time to and from branches, agents and Aramex customers (Examples: Delays & misrouted shipments, bad address shipments, ETD’s, etc.)
Job Requirements – Experience and Education
- Minimum requirement is a Matric (Grade 12)
- Minimum 3 years proven Call Center experience, ideally in the courier/freight/service industry
- Import /Export experience and customs knowledge advantageous
- Customer Centric Personality
- High emotional intelligence and ability to function in a pressurized environment
- Computer Proficiency – Microsoft suite (including Word, Excel and Email)
- Need to have worked for reputable corporates
- Proven track record of having made target
- Industry experience advantageous – Understanding of full supply chain (Freight, International & Warehousing products)
- Experience in presentation and negotiation of business solutions at senior management level
- Valid Code 08 driver’s license and own reliable transport
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Title: CRM Executive
Company: Aramex
Location: Pretoria, South Africa
Category: