Customer Service Quality Assurance Executive

Job description: Purpose of the Job

 

The Quality Assurance Executive - CSO is responsible for ensuring that the processes and services within the CSO Business Services team meet the highest standards of quality. This role involves evaluating current procedures, identifying areas for improvement, and implementing strategies to enhance service delivery and customer satisfaction. The Quality Assurance Executive will work closely with various stakeholders to ensure compliance with internal policies and external regulations.

 

 

Job Description

 

• Audit on GCS cases, follow up and ensure End to End resolution.
• Listen carefully to contact center calls and audit all info provided to customers. 
• Monitor on customer service (cash team) on attending customers inquiries by fulfilling their requirements, solve their problems & ensure following up their cases.
• Maintain customer satisfaction service level, ensure manage & meet customer expectations.
• Audit on Responding on all customer's inquiries & improve their customer service experience.
• Monitor on Providing excellent customer service for customers as per Aramex CS standards.
• Monitor on the flow of information horizontally and vertically.
• Collaborate with the team members to achieve their KPI’S.
• Audit on Closing all pending cases in a timely manner.
• Achieve Aramex customer service KPIs Pass the customer service audits.
• Follow up on domestic and express outstanding shipments for cash & accounts.
• High-level analysis for each team with areas of improvement
• Manage workload assessment and collaborate to efficiently utilize our people.  

 

 

Job Requirements - Experience and Education

 

• Bachelor’s degree Holder (Business Administration/ Logistics/ Supply chain Major Preferably).
• +2 years of experience in Customer Service.
• Fluency in English is a MUST.
• Strong Knowledge in Microsoft Office (Excel, Outlook).
• Excellent Communication Skills: Verbal and written in English.