Thailand Job Openings
DHL Express
Customer Service Analyst
October 28, 2024
(2400BLP)
นิติบุคคลที่ลงประกาศ DHL Express International (Thailand) Ltd.
ไทย-กรุงเทพ-Bangkok | เต็มเวลา | พนักงานประจำ | เวลาการทำงานยืดหยุ่นได้
- Responsible for the execution of service excellence programmes assigned by the Customer Service Development manager. Analyse ACD and report contact centre performance reports and survey results (Mystery Shopper & Customer Satisfaction) for presentation to management.
- Handle escalation process for issues requiring immediate management attention and action.
- Support and work closely with team managers and supervisors to conduct post-training evaluation and coaching to gauge training effectiveness and identify strengths for reinforcement and weaknesses for further training.
- Assist CS Management to fully prepare CS personnel to take on new initiatives or systems releases (new applications or enhancement releases).
- Work closely with the CS team managers to document, consolidate, validate and prioritise CS business user requirements (including enhancement requests to existing applications) for CS applications, other DHL IT systems and vendor-supplied Contact Centre applications (e.g., ACD, Customer Contact Monitoring Systems, IVR, etc.); and participate in the documentation, evaluation, testing, training and implementation of identified applications.
- Interact with IT on technological aspects of the Contact Centre e.g. ACD vendors on the ACD functionalities and reporting, etc.
- Liaise with sales and marketing department to obtain advance information on upcoming marketing campaigns in order to determine call volume estimations.
- Conduct post-implementation review of processes and analysis of data to gauge – to assess corrective and preventive actions to pre-empt recurrence in line with the focus on achievement of service excellence to customers.
- Prepare reports on CS Frontline Training for new recruits rolled out on specific intervals.
- Collate results of the Training Needs Analysis for the CS Training and Development Plan.
- Maintain and update documented work procedures and instructions ensuring that they are updated and accurate as per current practice.
- Prepare monthly summary report and build a database on employee training for the CS department to ensure training records are maintained and updated properly.
- Analyse the effectiveness and relevance of existing customer contact skills and competencies aimed at developing a comprehensive CS Training and Development Plan (per AOP requirements), that complies with the training and development needs of CS personnel.
- Provide recommendations for development and maintenance of a comprehensive and effective internal training program aligned to the CS department’s and the Company’s goals.
- Bachelor Degree in any field.
- 2 years’ experience in a related capacity, preferably in a contact centre environment.
- Experience of the Air Express Industry and Experience in Customer Service.
- Good commande of English (Both of Written & Spoken)
- Presentation and Communication skills
- Negotiation and interpersonal skills.
- Analytical and motivational skills.
- Project Management skills
นิติบุคคลที่ลงประกาศ DHL Express International (Thailand) Ltd.
We regret to inform you that this job opportunity is no longer available as it has expired
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