Osum Spa

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!