Net Promoter Approach Agent - Mumbai, India - DHL

DHL
DHL
Verified Company
Mumbai, India

3 weeks ago

Deepika Kaur

Posted by:

Deepika Kaur

beBee Recuiter
Description

Job Title - Net Promoter Approach (NPA) Agent**
Introduction
DHLis a leading global brand in the logistics industry.

DHL's family of divisions offers an unrivalled portfolio
of logistics services, ranging from national and international parcel delivery, international express, road, air and ocean transport, to industrial supply chain management.

With its unrivalled presence in developing markets,DHLis decisively positioned as "THE logistics company for the world".


DHL Express is a company that pioneered cross-border express delivery in 1969 & now is active in more than 220 countries and territories worldwide.

We connect people and improve their lives. And we do it by being uncompromisingly customer-centric and delivering excellence day in and day out.

By bringing people together and making life simpler - for our customers, our employees, our investors, and our society - we help make the world a better place.


Role Descriptor


DHL Express is looking for a Net Promoter Approach (NPA) Agent who will be responsible for contacting DHL's customers in the NPA program including, establishing and maintaining effective data flows.


Role Details

  • Role title**:Net Promoter Approach (NPA) Agent
  • Corporate/Business : DHL Express
  • Department/Function : Express General Management
  • Job family : EXP IN First Choice
  • Reports to : First Choice Senior Advisor

Key Responsibilities
He/she will have to perform the following key activities:

  • To complete customer calls for the Net Promoter Approach.
  • Exercise professionalism and provide first class customer service.
  • Follow up and escalate customer's queries as appropriate.
  • Follow up with NPA Champions and Second Callers to ensure completion of Detractor Calls and other second calls.
  • Liaise with all DHL employees in a professional and cooperative manner at all times, and consistently strive to promote a positive team spirit and adhering to DHL's values at all times.
  • Undertake any other related tasks or responsibilities as reasonably directed or required.
  • Highlight areas for improvement with suggested solutions to improve DHL's NPA procedures, technology and service to positively enhance our customers' experience with DHL.

Skills Required:


Essential:


  • Previous experience dealing with a wide range of customers face to face or over the phone in busy service industries
  • Excellent spoken and written command of English language with a cheerful, confident, professional and courteous tone
  • Excellent interpersonal skills and relates well with a wide range of people/customers
  • Experience in resolving customer conflict
  • Demonstrated excellent attention to detail
  • Demonstrated ability to work effectively as part of a busy team
  • Intermediate computer skills including Microsoft Excel
  • Basic analytical and reporting skills

Desirable:


  • Previous call centre experience
  • Previous experience of telephone and/or electronic order booking systems

Profile Requirements
(Experience/Certifications/Qualifications/Licenses)


Profile Requirements
(Experience/Certifications/Qualifications/Licenses)
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