Customer Service Analyst

OUR 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 is 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!

We are committed to equal opportunity and reject any forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience.

YOUR TASKS

• Run reports using data from sources such as CS Combine, Success KPI, PPMT, MCT, SPARK 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 within 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 Everday.
• Prepare daily, weekly and monthly reports on Customer Service Performance for submission to Country Management and Regional Office 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 & 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 collabaration to identify areas 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, CCaaS, PPMT and other CS applications.
• Support CS Resource Planner in terms of Forecasting and Scheduling of Contact Center Advisors.
• Identify process improvement opportunities to enhance customer experience and increase productivity.

YOUR PROFILE

• 2 years experience in a related capacity, preferably with hands-on experience with data or workforce management systems in a contact center environment.
• Experience of the Air Express Industry and Experience in Customer Service (preferable).
• Software skills such as Word, Excel, PowerPoint and etc. (excellent) and internal DHL systems (CS Combine, CCaaS, SPARK, MCT, CSV).
• Analytical and attention to detail (excellent).
• Ability to influence stakeholders (excellent).
• Communication & presentation skills, spoken and written (excellent).
• Project Management in driving service excellence projects (good).
• Degree in Business Analytics, Statistics, MIS or equivalent (preferred)

OUR OFFER

• Strong career support in an international environment
• Great culture and colleagues
• Multifarious benefit program

Do you see a personal challenge in these versatile and responsible tasks? Then apply now!

We look forward to receiving your application!