Senior Customer Care

APG eCommerce Solutions

. Manage daily customer requirements, enquiries, service issues and escalations within agreed service levels .

Posted 10/1/2026full-timeAmman • JordanSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer and supplier claims, including investigation, evidence gathering, and settlement follow-up. Possesses strong analytical, problem-solving, and communication skills to effectively handle escalations and improve service processes.

Highest-signal resume keywords

Customer Claims ManagementProblem-Solving SkillsAdvanced English CommunicationMicrosoft Office ProficiencyCustomer-Centric Approach

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Claims InvestigationEvidence GatheringClaims SubmissionCase ManagementData AnalysisReport WritingPerformance TrackingService Agreement InterpretationEscalation ManagementProcess Improvement

Soft Skills

Attention to DetailOrganizational SkillsListening SkillsProfessionalismTeam Leadership

Tools & Technologies

Microsoft OutlookMicrosoft ExcelMicrosoft WordMicrosoft PowerPoint

Industry Keywords

ECommerceLogisticsParcel DeliveryService StandardsInformation SecurityHealth and Safety Policies

About the role

Key responsibilities & impact

Manage daily customer requirements, enquiries, service issues and escalations within agreed service levels
Act as an escalation point for complex or sensitive customer cases through to resolution
Manage end-to-end customer and supplier claims, including registration, validation, investigation, evidence collection, submission, follow-up, settlement and closure
Submit claims to suppliers and carriers within contractual time limits with complete supporting documentation
Maintain claims records and trackers, monitor open and ageing claims, reconcile outcomes, and escalate overdue or disputed cases
Communicate claim decisions, compensation outcomes and next steps to customers and internal stakeholders
Identify recurring claim and service-failure trends, prepare reports, and recommend corrective and preventive actions
Work with Operations, Finance, Sales, IT and suppliers to resolve root causes and improve processes
Provide day-to-day guidance and support to Customer Care colleagues
Monitor team queues, priorities and outstanding cases, highlighting risks, backlogs and urgent customer impacts
Support onboarding and implementation of new customers by helping define communication, escalation, reporting and claims processes
Monitor customer feedback and changing requirements and coordinate continuous improvements
Maintain complete and accurate customer records, case notes, claim documents and correspondence
Monitor social media contacts and performance where required
Promote a customer-first, solution-focused approach and ensure policies and service standards are followed
Perform other duties assigned by the Senior Management Team from time to time
Participate in the annual performance appraisal process and objective
Work in accordance with APG policies
Adhere to company-wide information security policies

Requirements

What you’ll need

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
Advanced written and spoken English
Excellent customer-facing communication and report-writing skills
Strong customer-centric approach and sound judgement
Ability to remain calm and professional when handling complaints or disputes
Excellent attention to detail, organisation and case-management skills
Ability to manage competing priorities and deadlines
Ability to interpret service agreements, claims requirements and internal procedures
Confident working with operational data, claims trackers and performance reports
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: previous experience in eCommerce, logistics, parcel delivery or a similar service-led industry
Knowledge of carrier or supplier claims processes is advantageous
Subject to adequate experience and/or training
Ability to work in accordance with APG policies, including Health and Safety, Employment, Staff, Quality and Environmental policies
Ability to adhere to company-wide information security policies
Ability to maintain strict confidentiality of APG information

Benefits

Comp & perks

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
Positive, inclusive, social environment
Opportunities to develop personally and professionally