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DHL Express

ICCC Coordinator

Early Applicant
  • Posted 10 days ago
  • Be among the first 10 applicants

Job Description

Overall Role Purpose:

  • Conduct ICCC+ calls
  • Support driving any Customer Experience mindset and behaviour activities internally (running workshop, training, event if needed)

Accountabilities:

  • 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&aposs 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)

Requirements:

  • 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

More Info

Industry:Other

Job Type:Permanent Job

Skills Required

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Date Posted: 04/02/2025

Job ID: 105041741

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DHL Express
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