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Job Description
- Req#: DPDHGLOBAL25000FQEXTERNALENGLOBAL
- Conduct ICCC+ calls
- Support driving any Customer Experience mindset and behaviour activities internally (running workshop, training, event if needed)
- Conduct ICCC+ calls to customers to gather ratings and feedback on customer experience and service quality
- Capture customer ratings and comments into ICCC+ tool
- Conduct ICCC+ ad hoc calls to support stakeholders's project to gauge customer experience
- Process untagged comments from all feedback channels according to the Topics guide
- Follow up with designated 2nd callers across functions to ensure that follow-ups to customers are attempted on a timely basis
- Assist on reporting for key ICCC+ performance indicators, if needed
- Monitor and allocate call laodings to ensure sufficient call volume
- Support internal communication to functions on customer feedback e.g. compliments
- Support driving Customer Experience mindset and behaviour activities internally (running workshop, training, event if needed)
- Good command of English
- Excellent written and verbal communication skills
- Strong communication and interpersonal skills
- Ability to work collaboratively across departments
- Must have initiative and be resourceful as he/ she will dealing directly with customers
- Empathetic and patient approach to customer interactions
- Genuine interest in customer experience, transformation, innovation, and technology
Overall Role Purpose:
Accountabilities:
Requirements:About the company
We are an international team of over 400,000 shipping professionals, united by a passion for logistics. And we work in a unique environment. DHL is as innovative as a start-up, with the power of an international organization.
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