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