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Continuous Improvement Analyst
atDHL Express International (Thailand) Ltd.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
Experience required
- 2 years
Career level
- Entry Level
- Middle Level
Only Thai nationals can apply
Job function
- Analyst
- Customer Service
Job type
- Full-time
Age preferred
- From 22 up
Company overview
Size:1000-2000 employees
Industry:Logistics / Freight Fowarding
Location:Bangkok
DHL. Logistics for the Connected Age. DHL is the world’s leading logistics company. Our 600,000 people in over 220 countries and territories work every day to help you cross borders, reach new markets and grow your business. Or simply send a letter to your loved ones. ...
Why join us: ทำงานกับ DHL Express International (Thailand) ดียังไง
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Job location: Pathum Wan
Head office: อาคารจัตุรัสจามจุรี
Benefits
- Provident fund
- Hybrid Working
- Flexible working hours
- Social Security
- Health Insurance
- Accident Insurance
- Life Insurance
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