DHL Express International (Thailand) Ltd. Jobs 20 Jobs

13 February 2019
Job ID: BK-38755
Customer Service Analyst

Accountabilities

  • Run reports and analyze data from sources 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 that impact the achievement of service excellence to customers
  • Coordinate the deployment of a Mystery Shopper program 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 Customer Service function

 

Qualifications

  • Bachelor Degree or higher in Business Administration, Statistics or related field
  • 2 years experience in a related capacity, preferably with hands-on experience in data or workforce management systems in a Contact Center environment
  • Fluent in English (Written and Spoken)
  • Advanced Excel and Access
  • Experience of the Air Express Industry and Experience in Customer Service are preferable

Job Details:

DHL Express International (Thailand) Ltd.
Join the Winning Team of DHL Thailand, you will get; More Team Player---------- Cross Functional Good Environment----------New Office More Career Growth----------Local & Regional Good Benefit----------Pay for performance DHL – The Logistics company for the world DHL is the global market leader in the logistics industry and “The Logistics company for the world”. DHL commits its expertise in international express, air and ocean freight, road and rail transportation, contract logistics and international mail services to its customers. A global network composed of more than 220 countries and territories and about 285,000 employees worldwide offers customers superior service quality and local knowledge to satisfy their supply chain requirements. DHL accepts its social responsibility by supporting environmental protection, disaster management and education. DHL is part of Deutsche Post DHL. The Group generated revenue of more than 55 billion euros in 2013.

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