Customer Care Senior

Job Title: Customer Care Senior

Responsible To: Customer Experience Snr Manager

Main Location: Jordan, Amman

Key Responsibilities:

- Manage daily customer requirements, ensuring enquiries, service issues and escalations are acknowledged, investigated and resolved within agreed service levels.

- Act as an escalation point for complex or sensitive customer cases, maintaining clear, professional and proactive communication through to resolution.

- Take end-to-end responsibility for customer and supplier claims, including claim registration, validation, investigation, evidence collection, submission, follow-up, settlement and closure.

- Ensure customer claims are submitted to suppliers and carriers within the applicable contractual time limits, with complete and accurate supporting documentation.

- Maintain accurate claims records and trackers, monitor open and ageing claims, reconcile customer and supplier outcomes, and escalate overdue or disputed cases.

- Communicate claim decisions, compensation outcomes and next steps clearly to customers and internal stakeholders, ensuring a consistent and fair approach.

- Identify recurring claim and service-failure trends, prepare regular reports and recommend corrective and preventive actions to reduce future issues and cost exposure.

- Work closely with Operations, Finance, Sales, IT and suppliers to resolve root causes, improve processes and protect the customer experience..

- Provide day-to-day guidance and support to Customer Care colleagues, sharing knowledge and helping maintain consistent service standards.

- Monitor team queues, priorities and outstanding cases, highlighting operational risks, backlogs and urgent customer impacts to management.

- Support the onboarding and implementation of new customers by helping define communication, escalation, reporting and claims processes.

- Monitor customer feedback and changing requirements, identify opportunities for continuous improvement and coordinate implementation with the relevant stakeholders.

- Ensure all customer records, case notes, claim documents and correspondence are complete, accurate and handled in line with company policies, confidentiality and data-protection requirements.

- Monitor social media contacts and performance where required, ensuring appropriate and timely responses.

- Promote a customer-first, solution-focused approach and ensure policies, procedures and agreed service standards are consistently followed.

Essential Skills:

- Previous experience handling customer enquiries, escalations and complex service issues.

- Experience managing customer and/or supplier claims, including investigation, evidence gathering, submission and settlement follow-up.

- Strong problem-solving, analytical and listening skills, with the ability to identify root causes and recommend practical solutions.

- Advanced written and spoken English with excellent customer-facing communication and report-writing skills.

- Strong customer-centric approach, sound judgement and the ability to remain calm and professional when handling complaints or disputes.

- Excellent attention to detail, organisation and case-management skills, with the ability to manage competing priorities and deadlines.

- Ability to interpret service agreements, claims requirements and internal procedures and apply them consistently.

- Confident working with operational data, claims trackers and performance reports to identify risks, trends and improvement opportunities.

- Ability to coach and support colleagues and provide cover for team leadership responsibilities.

- Proactive, decisive and solution-oriented approach, with strong ownership and follow-through.

- Excellent knowledge of Microsoft Office, particularly Outlook, Excel, Word and PowerPoint.

- Flexibility in relation to working hours and locations.

Desirable experience:

- Previous experience in eCommerce, logistics, parcel delivery or a similar service-led industry; knowledge of carrier or supplier claims processes is advantageous.

Additional Requirements:

- In addition to the responsibilities listed above the post holder may be required to perform other duties assigned by the Senior Management Team from time-to-time. Subject to adequate experience and/or training.

- To participate in the annual performance appraisal process and objective

- To work in accordance with all APG policies including Health and Safety, Employment, Staff, Quality and Environmental.

- To adhere to company wide information security policies, as outlined and agreed within the first month of employment.

- It’s important during the employment with APG and anytime thereafter that any information relating to APG is treated with the strictest confidentiality.

Why APG?

Within APG, our people are at the heart of everything we do. Therefore, we work to create a positive, inclusive, social environment that allows our team to thrive and develop both personally and professionally to support our growing global business.

In addition to a positive company culture that puts our internal team first, you will also be eligible for;

- Flexible working Policy – offering the option to work both from home and our vibrant, modern offices

- Monthly Wellness Allowance up to 40 JOD

- 2 Volunteer Days per year

- 14 Days holiday & additional Birthday holiday allowance

- Summer & Winter socials

- Access to EAP in addition to internal Mental Health First Aiders

- Competitive medical Insurance

- Competitive Bonus scheme

EQUALITY OF OPPORTUNITY IS COMPANY POLICY