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Net Promoter Approach Analyst

DHL Express
Full Time
Posted 30+ hari yang lalu
Job description


Indonesia-DKI Jakarta-Jakarta | Full-time | Permanent | Standard
Role Summary
Lead and drive customer loyalty by providing best in class standards with a view towards establishing and
maintaining a competitive advantage

Main Responsibilities
  • Maintain NPA Tool (Sets/adjusts parameters, assigns users, performs extraction configuration, manage daily data upload), keep NPA reports are update and produce the analysis NPA VOC for the management.
  • Evaluate and categorize customers’ feedback and ensure that they are addressed timely and to the customers’ satisfaction and support customer related process improvement through the utilization of First Choice tools
  • Ensure that Agents are appropriately assigned, rostered, supervised, coached and guide them to achieve higher performance standards,
  • Manage the allocation of appropriate resources and commitment of staff to the achievement of Global/Regional Country objectives and targets
  • Bachelor Degree in Industrial Engineering field is preferable
  • 1 – 3 years experience, preferably within Operations, Airline, Transportation or Logistics Industry
  • Continuous Improvement experience highly desirable (6 Sigma Green Belt / First Choice Champion)
  • Substantial experience in Customer Service within a call center environment along with experience in complaint and claims handling in a service environment

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