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YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS.

Would you like to become part of the world's most international company in the world?

A company that pioneered cross-border express delivery in 1969 and 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 Customer Centric" Team and become a Certified International Specialist!

YOUR TASKS

• Run reports and analyze data from sources such as CS COMBINE, WFM, IQ, for the purpose of performance scorecards, incentives, reports submissions, forecasting and scheduling, Customer Satisfaction surveys
• Responsible for the execution of service excellence programmes assigned by the Customer Service Development manager
• Plan, monitor and adjust staffing in the Contact Centre schedules against actual call arrival patterns to minimize over or under-staffing situations and in alignment with agreed financial and service level targets
• Prepare regular (e.g. daily, weekly, monthly) summary report and submit to country management and RO
• Build a data base on staff performance to drive improvement
• 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
• Coordinate the deployment of a Mystery Shopper programme to drive Service Excellence based on independent assessments of service quality and benchmarking against internal and competitor performance
• Liaise with sales and marketing department to obtain advance information on upcoming marketing campaigns in order to determine call volume estimations
• Proficient in the workings of the various forecasting, scheduling and reporting tools and application in the CS function
  
  
  

YOUR PROFILE

• 2 years experience in a related capacity, preferably with hands-on experience in data or workforce management systems in a contact center environment
• Experience in the Air Express Industry and Experience in Customer Service (preferable)
• Advanced Excel and Access
• Diploma in Business Analytics or equivalent
• English Fluent (written and spoken)
  
  
  

OUR OFFER

• Multifarious benefit programs.
• Strong career support & lots of opportunities in an international environment.
• Training: both online and offline with Global DHL Standards.
• Coaching & Feedback culture allows you to advance further in short-term and long-term development goals.
• Working together based on DHL values of “Respect and Results”.
• Diverse engagement activities under “Best Day Everyday” – our Health & Well-being program.
• Employee hobby clubs, sports championships.
  
  
  

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

We look forward to receiving your application!