CRM Executive Job at Aramex

CRM Executive

Aramex

Location:

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The CRM Executive is responsible for managing customer relationships through the effective use of the Customer Relationship Management (CRM) system at Aramex. This role focuses on enhancing customer satisfaction, retention, and loyalty by analyzing customer data, facilitating communication, and supporting marketing initiatives.

Job Responsibility:

Establish productive professional relationships with key personnel in assigned customer accounts
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 InfoAxis 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.)

Requirements:

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
Excellent communication skills

Nice to have:

Import /Export experience and customs knowledge advantageous
Industry experience advantageous – Understanding of full supply chain (Freight, International & Warehousing products)

Additional Information:

Job Posted:
January 24, 2026

Aramex - All Job Offers

Job Link Share:

CRM Executive

Aramex

Location:

Category:
Customer Service

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:
January 24, 2026

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