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YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMRPOVE THE LIFE OF OUR CUSTOMERS.
Would you like to become part of the world’s most international company?
A company that pioneered cross-border express delivery in 1969 and it now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet.
Do you want to make a difference? Then come to our Insanely Centric Team and become a Certified International Specialist!
YOUR TASKS
Role Purpose
We look forward to receiving your application!
Would you like to become part of the world’s most international company?
A company that pioneered cross-border express delivery in 1969 and it now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet.
Do you want to make a difference? Then come to our Insanely Centric Team and become a Certified International Specialist!
YOUR TASKS
Role Purpose
- Run reports using data from sources such as CS Combine, WFO, IQ, MCT and other CS tools for the purpose of reporting the Customer Service Department Performance and individual performance on daily, weekly, and monthly basis.
- Analyze the data and identify areas of improvement required with Customer Service Department.
- Responsible for service excellence programmes assigned by the Customer Service Development Manager.
- Manage, operate, and comply to DHL Centre of Excellence Standards for Customer Service by having Best Day Everyday.
- Prepare daily, weekly, and monthly reports on Customer Service Performance for submission to Country Management and RO.
- Build a data base on individual Customer Service Advisors to track and drive improvement in performance.
- Analyze service incidents and failures to surface trends in service gaps and process weaknesses in the Customer Service Function and /or other interfacing functional departments in the service delivery process (e.g. Ops, Hub, Gateway, Network, Contractors, etc.) that impact the achievement of service excellence to customers.
- Conduct post-implementation review of processes and analysis of data and assess corrective and preventive actions to pre-empt recurrence in line with the focus on achievement of service excellence to customers.
- Participate and contribute in cross-departmental collaboration to identify arears for service improvement covering processes or controls and recommend specific CS-related improvement actions.
- Document, consolidate, validate and prioritize CS business user requirements for CS Applications such as CS Combine, AVAYA, GCCU, WFO and other CS applications.
- Support CS Resource Planner in terms of Forecasting and Scheduling of Contact Center Advisors.
- Exhibits an exceptional degree of ingenuity, creativity, resourcefulness and empathy.
- Well- developed relationship skill and ability to network with multiple levels of an organization and other business units.
- Typically requires Bachelor of Degree in Business Administration/ Business Analytic, Statistic, MIS or equivalent (preferred)
- 2 years of working experience in Customer Contact Centre in a service industry (preferably).
- Excellent Interpersonal skills and relates well with customers and co-workers from all levels.
- Strong career support in a international environment
- Great culture and colleagues
- Multifarious benefit program
We look forward to receiving your application!
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