Customer Success Specialist

Role Overview

Customer Success Specialist at Aramex in Dubai. The role is the primary point of contact for an assigned portfolio of client accounts, focused on ensuring an excellent customer experience, driving client retention and satisfaction, and supporting both onboarding and account growth initiatives.

Company Overview

Aramex is a major regional logistics provider based in Dubai, offering a range of commercial services to clients across the logistics and freight forwarding sector.

Role Purpose

Ensure excellent customer experience and drive client retention and satisfaction by serving as the primary account contact, managing onboarding transitions, resolving service issues, and identifying opportunities for account growth.

Key Responsibilities

Account Management

• Serve as the primary point of contact for an assigned portfolio of client accounts
• Prepare regular client account reviews and performance summaries

Client Satisfaction & Retention

• Monitor client satisfaction and proactively address any service issues
• Identify opportunities to enhance the client experience and drive retention
• Gather client feedback to inform service improvements

Onboarding & Operations

• Support client onboarding and ensure a smooth transition to Aramex services
• Collaborate with operations teams to resolve client concerns promptly

Sales Support

• Support renewal and upsell conversations in collaboration with sales teams

Qualifications & Experience

• Bachelor's degree in Business, Marketing, or related field
• 2–4 years of experience in customer success, account management, or client services
• Experience in logistics or freight forwarding is an advantage

Skills & Competencies

• Strong communication and problem-solving skills
• Excellent organizational skills and attention to detail
• Fluency in English and Arabic required