Customer Service Analyst

Customer Service Analyst

DHL Express (Malaysia) Sdn Bhd
2-5 years
Not Specified

Job Description



YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMRPOVE THE LIFE OF OUR CUSTOMERS.
Would you like to become part of the world's most international company
A company that pioneered cross-border express delivery in 1969 and it 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 Centric Team and become a Certified International Specialist!

YOUR TASKS
. Champion the Quality Programs and Initiative in Customer Service working along side Supervisors and CS Training Manager.
. Provide support for the Supervisor in performing Quality Monitoring Evaluation on monthly basis for the advisors.
. Drive improvement for Quality Monitoring Score along with the Supervisors.
. Manage, operate and comply to DHL Centre of Excellence Standards for Customer Service by Having Best Day Everyday.
. Maintain the Service Quality and ICCC mindset is cultivated via QM and Calibration.
. Perform Quality Monitoring Evaluation monthly based on the number of evaluation assigned by the Supervisors.
. Review and analyze the Quality Monitoring Trending Report to identify bottom performers and work with Supervisors to come up with improvement plan.
. Identify common questions failures based on the QM Guidelines and work with Customer Service Training Manager on Training and Development Requirement.
. Perform Calibration with Supervisors on monthly basis to ensure alignment of the QM Guidelines is in accordance.
. Perform GEMBA to identify opportunity for improvement in the process and quality score.
. Establish the benchmark for delivering best Customer Experience via QM guidelines and various quality programs.

OUR OFFER
. Strong career support in a international environment
. Great culture and colleagues
. Multifarious benefit program
Do you see a personal challenge in these versatile and reponsible tasks Then apply now!
We look forward to receiving your application!

DHL is a German logistics company providing courier, package delivery and express mail service, which is a division of the German logistics firm Deutsche Post. The company group delivers over 1.6 billion parcels per year. DHL Express is market leader for parcel services in Europe and Germany's main Courier and Parcel Service.
The company DHL itself was founded in San Francisco, United States, in 1969 and expanded its service throughout the world by the late 1970s. In 1979, under the name of DHL Air Cargo, the company entered the Hawaiian islands with an inter-island cargo service using two DC-3 and four DC-6 aircraft. Adrian Dalsey and Larry Hillblom personally oversaw the daily operations until its eventual bankruptcy closed the doors in 1983. At its peak, DHL Air Cargo employed just over 100 workers, management and pilots.

Job Source : careers.dhl.com

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