Job Descriptions:

• Support DHL Customer Satisfaction Program (ICCC+) including: Analysis of Voice of Customer (compliments, customer delighters, areas of improvement) 
• Work with all functions to identify and implement improvement actions and initiatives based on customer feedback
• Lead communication on customer feedback and improvement actions
• Manage daily ICCC+ activities (data uploads, call performance, 2nd call requests)
• Train and coach all ICCC+ 1st callers, 2nd callers and 9 journey & 25 moment of truth
• Review submitted 2nd calls and work with respective functions to drive feedback resolution quality
• Lead projects to expand ICCC+ coverage 
• Make ICCC+ 1st calls
• Support other DHL Continuous Improvement Program (First Choice) activities e.g. Promote First Choice awareness, GEMBAs to deliver best-in-class service levels and customer experience, etc.
• Support other Quality activities e.g. internal audits for process compliance
• Support other GoGreen activities as necessary

Qualifications:

• Bachelor Degree or Higher in any field
• 2-3 years of experience, preferably within service business, airline, transportation or logistics industry.
• Substantial experience in customer service within a call center environment along with experience in complaint and claims handling in a service environment.
• Experience in Quality improvement roles.
• Analytical skills and problem-solving skills
• Good command of English (Both of Spoken & Written)
• Proficiency in Excel and other analytical tools