Nett Promotor Approach Analyst

1 day ago


Jakarta, Indonesia SunRecruit Full time

NETT PROMOTOR APPROACH ANALYST - LOGISTICS (JAKARTA)

**ABOUT OUR CLIENT**

**JOB SUMMARY**
- Position: Nett Promotor Approach Analyst
- Division: Analyst
- Location: Jakarta
- Industry: Logistics
- Salary: Open

**ROLE SUMMARY**:

- Lead and drive customer loyalty by providing best-in-class standards with a view toward establishing and maintaining a competitive advantage.

**RESPONSIBILITIES**:

- Lead and drive customer loyalty by providing best-in-class standards with a view toward establishing and maintaining a competitive advantage
- Assign calls to NPA Agents and ensures daily calling takes place as per agreed numbers
- Evaluate customers’ feedback and ensure that they are addressed timely and to the customers’ satisfaction
- Support customer-related process improvements through the utilization of First Choice tools
- Support Functions to address and resolve issues promptly and effectively
- Liaise with all DHL employees in a professional and cooperative manner at all times, and consistently strive to promote a positive team spirit
- Keep the NPA excel reports up to date and produce NPA weekly/monthly reports and analyze NPA VOC for the management
- Maintain NPA Tool (Sets/adjusts parameters, assigns users, performs extraction configuration, manages daily data upload)
- Monitor 1st/2nd call performance vs. targets and follows-up with TP Leads and/or adjust Tool settings
- Categorize feedback and ensure the quality of follow-up and feedback documented by the 2nd callers
- On-board 1st call NPA Agents and ensure they are trained to make lst call and coached continuously
- On-board 2nd call NPA Champions and TP leads and ensure they are trained to make 2nd call and coached continuously.
- Support ‘NPA Committee’ (meeting preparation, monitoring, follow-up) and Share data quality issues.

**REQUIREMENTS**:

- Minimum Bachelor Degree in Engineering field with related experience and strong competencies
- 1- 3 years experience, preferably within the Operations, airline, transportation, or logistics industry
- Good analytical and problem-solving skills
- Continuous Improvement experience is highly desirable (6 Sigma Green Belt/ First Choice Champion)
- Experience in customer service within a call center environment along with experience in complaint and claims handling in a service environment would be an advantage
- High level of PC literacy including advanced levels of Microsoft knowledge

Directly drop your updated CV / Resume to our consultant.
- ** E-mail Format**: SunWeb - (Position You Apply) *Required
- Consultant Name: Adityo Pegrianto

**Thank You and Good Luck**

**Sunrecruit Indonesia.**
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