YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS.

Would you like to become part of the world's most international company in the world?

A company that pioneered cross-border express delivery in 1969 and is 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.

Join our team and discover how an international network that's focused on service, quality and sustainability, is able to connect people and improve lives through the power of global trade. And not just for our customers, but for every member of our team too. To learn more about our culture, motivated people and our purpose, please visitwww.dpdhl.jobs/express

Do you want to make a difference? Then come to our "Insanely Customer Centric" Team and become a Certified International Specialist!

Overall Role Purpose

CS analyst is Responsible for customer service analytics initiative, analysing data trends and providing actionable insights to support best-in-class service is delivered to DHL customers.

Your Tasks:

Role Main Area:

• Work with Global CS team to drive a range of People Engagement, Learning & Development, Performance Analysis and Data & Analytics
• Work closely with the Global/Regional/ Country CS Heads and the other managers in the team in identifying, developing and supporting ongoing customer service function activities, in line with corporate, global and regional business goals and objectives.
• Lead and develop standardization & harmonization of processes/standards/programs
• Identify BDPs for sharing as well as opportunities for improvement for action and provide appropriate guidelines and recommendations to regions/countries relating to performance and customer experience.
• Act as the focal point and coordinate with the region/country to gather CS business requirements and provide recommendations to support the business
• Assist in managing cross-functional activities
• Design, develop and implement CS Analytics programs/initiatives to algin with regional and global roadmap
• Ensure CS and other processes are being followed
• Manage and support with the ICCC+ analytics to identifyareas of development and set improvement action plans.
• Assist in the delivery of CS projects (on time, within budget and right quality)
• Using various methods of analysis to identify data patterns/trends on CS interactions and systems (CSM, IVR Lite, Chatbot, ICCC+ etc.) and present findings and results of analysis to CS Management
• Manage the programs of work and have regular communications with key stakeholders to ensure that management is aware of project updates
• Work closely with regional CS manager, global teams and other key stakeholders to identify, develop and implement Customer Service initiatives.
• Support the team to establish digitalization initiatives redefining or eliminating manual and redundant business processes.
• Identify BDPs for sharing and opportunities for improvement and provide appropriate guidelines and recommendations to countries and the region.
• Support ICCC teams in identifying process improvement initiatives and driving
• Work closely with CS teams to analyse the function KPIs, monitor and report performance, analysis and highlight actionable recommendations to countries.
• Coordinate regional and country requirements and business capability gathering to input into global programs/projects Business Requirements Statement.
• Support the tools and technology and performance managers when needed.

Finance and Projects:

• Identify and analyse any cost drivers and provide actionable insights to improve productivity.
• Ensure all project deliverables are delivered on schedule, within budget and meet the business requirements of regional and global office as well as, regional stakeholders.

Driving Customer Service Excellence:

• Driving the day-to-day operation of Customer Service departments in compliance with the Centre of Excellence (COE) standards.
• Help to drive quality improvement by providing actionable analysis to drive improvement in tools, systems and performance, while coordinating with other managers within the function.
• Provide analysis to customer feedback through various tools e.g ICCC+, Customer Interaction study and other forms of customer insights/feedback

Maximising Revenue Generating Opportunities

• Identify and promote areas with potential for revenue generation to cross-sell and upsell services.

Standardisation and Consistency of Practices

• Motivating and retaining the best of customer service talents within DHL to enhance customer service experiences for customers and develop staff to the maximum potential.

Your Profile:

• Minimum 7 years of experience in the customer service field.
• University degree.
• Communication skills, spoken & written (excellent)
• Advanced data analysis skills.
• Experience in Statistical analysis and quantitative and qualitative research using a range of methodologies
• Exposure to multiple databases, relational data modelling and ETL technologies.
• Proficiency in data visualization tools (Tableau, PowerBI..etc)
• Ability to translate complex data sets into visually appealing and informative visualizations
• Excellent communication skills to effectively present data visualizations and insights
• Strong collaboration and teamwork skills
• Software skills (Word, Excel, PowerPoint & Visio) - (excellent)
• Knowledge/Experience in Business Process Model and Notation (BPMN) Systems
• Results-oriented.
• Delivers effective communication both verbally & written, Facilitation Skills & Integrate Findings
• Champions continuous improvement and innovation
• Develops, commercializes and delivers high-quality / innovative services and solutions
• Act as a subject matter expert/thought leader in the area of Customer Service.
• Lead, sponsors or reinforces best-in-class practices, ensuring they are used across the customer service function.

Our Offer:

• Strong career support in an international environment.
• Great culture and colleagues.
• Multifarious benefit programm.

Do you see a personal challenge in these versatile and responsible tasks? Then apply now!