Service Quality Analyst

Hong Kong SAR DHL Express 21000KY 19. January, 2021
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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?

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.

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

YOUR TASKS

Reporting to Senior Manager, Service Quality, you will be responsible for-

  • Monitoring key operational performance indicators in order to meet the Company’s service quality standards
  • Closely communicating with different operations parties and proactively notifying key customers to timely follow on service discrepancy
  • Escalating issues or crisis situation to related teams so as to remedy performance gaps and take immediate appropriate or contingency actions for service recovery
  • Analyzing root causes impacting Country operational KPI and identifying opportunities for continuous service quality improvement
  • Preparing reports as requested for internal teams such as Commercial, Finance, Customers Operations Group, as well as for key customers



YOUR PROFILE

  • Degree in Business, Transportation, Statistics, Computer Science or other related studies
  • Minimum 3 years relevant working experience (preferably in operations area) and experience in monitoring control centre or call centre will be an advantage
  • Strong analytical and problem solving skills
  • Good command of both spoken and written English & Chinese
  • Proficiency in MS Excel, MS Access and MS PowerPoint
  • Knowledge or experience in using database application for data analysis, e.g. SQL server is highly preferred
  • Shift duty is required

OUR OFFER

  • Strong career support in an international environment.
  • Great culture and colleagues.
  • Multifarious benefit program.
Do you see a personal challenge in these versatile and responsible tasks? Then apply now!

We look forward to receiving your application!

Facts and Figures

  • Travel Required

    none

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I like working for DHL because it is the worldwide leader in logistics where customers and employees are always in focus.

Current Employee – Project Manager in Bonn