Net Promoter Analyst

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Net Promoter Analyst

Logistik/Jaringan distribusi
DHL Express Indonesia
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Deskripsi Pekerjaan

Main Responsibilities:
 
  • Lead and drive customer loyalty by providing best in class standards with a view towards establishing and maintaining a competitive advantage.
  • Assign calls to NPA Agents and ensures daily calling takes place as per agreed numbers.
  • Evaluate customers’ feedback and ensure that they are addressed timely and to the customers’ satisfaction.
  • Support customer related process improvements through the utilisation of First Choice tools.
  • Support Functions to address and resolve issues promptly and effectively.                 
  • Liaise with all DHL employees in a professional and cooperative manner at all times, and consistently strive to promote a positive team spirit.                                                           
  • Keep the NPA excel reports up to date and produce NPA weekly/monthly reports and analyse NPA VOC for the management.                                                                             
  • Maintain NPA Tool (Sets/adjusts parameters, assigns users, performs extraction configuration, manage daily data upload).
  • Monitor 1st /2nd call performance vs. targets and follows-up with TP Leads and/or adjust Tool settings.
  • Categorize feedback and ensure the quality of follow up and feedback documented by the 2nd callers.
  • On-board 1st call NPA Agents and ensure they are trained to make 1st call and coached continuously.
  • On-board 2nd call NPA Champions and TP leads and ensure they are trained to make 2nd call and coached continuously.                                                                                               
  • Support ‘NPA Committee’ (meeting preparation, monitoring, follow-up).
  • Share data quality issues.
     
 
 
Requirements:
 
  • Minimum Bachelor Degree in Industrial Engineering or any field with related experience and strong competencies.
  • 1 - 3 years’ experience, preferably within Operations, airline, transportation or logistics industry.                                                                                                                                         
  • Continuous Improvement experience highly desirable (Lean 6 Sigma Green Belt/ Kaizen Improvement/ First Choice Champion).
  • Substantial experience in customer service within a call center environment along with experience in complaint and claims handling in a service environment.        
  • Impeccable all round oral and written communications.
  • Positive and enthusiastic at all times.
  • Passion to provide excellent customer service.
  • Right first time philosophy.
  • Flexible work approach.
  • Task orientated self-starter.
  • Customer focussed.
  • Planning and Organising.
  • Solution Orientated.
  • Logical thinker.
  • High level of PC literacy including advanced levels of Microsoft knowledge.
  • Proven experience in an analytical role.
  • Willingness to learn new skills as per the demands of the role.
 
 

Tanggal ditayangkan: 23 January 2020, ditutup tanggal 22 February 2020

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Informasi Lowongan

Bidang pekerjaan
net promoter analyst

Lokasi
Mulia Business Park, Pancoran, Jakarta, Indonesia

Pengalaman
Min 1 tahun (Pegawai (non-manajemen & non-supervisor))

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Tentang Perusahaan

DHL Express Indonesia

DHL Express is a group of Deutsche Post DHL. Our headquarter is located in Germany.  We are present in over 220 countries and territories across the globe, making it the most international company in the world. With a workforce of 90,000 employees globally, we provide solutions for almost an infinite number of express courier needs.
 
DHL Express has been operating in Indonesia since 1973. Beginning in 1982, DHL's operations in Indonesia have been carried out by PT. Birotika Semesta. Today, PT Birotika Semesta/DHL Express is the leading international express service provider in Indonesia, with nearly 7 Gateways, 24 Service Centres, +1,200 employees and is supported by 283 vehicles. DHL Express not only delivers documents, packages, and freight but also provides value-added services to its customers through a variety of logistics solutions. 
 

Industri

Transportasi/Logistik

Ukuran Perusahaan

1001 - 2000 pekerja

Proses Lamaran

Lebih dari 2 minggu

Waktu Kerja

Waktu regular, Senin - Jumat

Pakaian Kerja

Formil (contoh: Kemeja + Dasi)

Tunjangan

Tunjangan Lainnya, Bantuan Pendidikan, Gigi, Parkir, Kesehatan, Olahraga (contoh: pusat kebugaran)

Bahasa

English and Bahasa Indonesia

Mengapa memilih Kami?

Cultures and Values
 
To deliver excellent quality. To make our customers successful. To foster openness. To act according to clear priorities. To act in an entrepreneurial way. To act with integrity internally and externally. To accept social responsibilities.
 

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