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Net Promoter Approach Agent Jobs in Mumbai - Deutsche Post

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Net Promoter Approach Agent
Deutsche Post
Deutsche Post
Last Date 23 Apr 2021
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Deutsche Post - Job Details

Date of posting: 23 Feb 21
Role Profile:nOrganisational Background Information
 
Role title:nNet Promoter Approach (NPA) Agent
Corporate Division
Express
Business Division
First Choice
Business Unit
Net Promoter Approach
Overall Role Purpose
The Net Promoter Approach (NPA) Agent is responsible for contacting DHL’s customers in the NPA program including, establishing and maintaining effective data flows.
 
Key activities: Overall goals / Typical measures
 
Follow up with NPA Champions and Second Callers to ensure completion of Detractor Calls and other second calls 
 
Net Promoter Score/Weekly successful call targets
 
Achieve contact success rates on first call.
 
Weekly call targets spread across different Touchpoints
Stakeholder 
 
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.
 
 
 
 
 
 
Process
 
 
 
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 / Qualifications
 
Accountability
Is reliable and follows reasonable directions from Team Leaders/Managers including the observance of DHL’s policies, procedures, code of conduct and values.  Is punctual at all times.
Customer Orientation
Works hard to exceed customer expectations by prioritising customer needs and having a genuine willingness/eagerness to please them.
Resilience
Remains calm under pressure, responding well to change and remaining positive despite setbacks. 
Communication Skills
Is well spoken and possesses an excellent command of the English language.  Tone is cheerful, confident, professional and courteous.   
Interpersonal Skills
Relates well with people from a wide variety of backgrounds and nationalities and is able to build effective business relationships quickly over the phone.
Initiative
Is proactive and takes responsibility for own actions and decisions within the scope and boundaries of the role.  Knows where to locate relevant information and checks facts and data.
Commitment to Excel
Achieves results and willingly tackles demanding tasks. Sets challenging personal goals and strives to achieve individual and departmental targets.  Responds well to coaching for improvement and actively participates in own development.
Attention to Detail
Is thorough and provides attention to detail to all tasks undertaken.  Stays focused on the details of the job, no matter how small. Checks and monitors own work to ensure 100% accuracy.
Problem Solving
Understands potential difficulties and their causes.  Generates workable solutions and makes rational judgements allowed within the scope of the role.
Teamwork
Works cooperatively with others to achieve individual and group goals. Accomplishes own tasks in support of team goals and works cooperatively within teams. 
 
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
 
Educational Qualifications
 
Essential:- A minimum of Graduation in any subject

Job Summary

Job Type : 0
Job Role : HR / Admin
Job Category : Recruitment
Hiring Process : Face to Face Interview
Who can apply : Freshers and Experienced (0 to 3 yrs )

About Deutsche Post

Deutsche Post
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This posting is done directly & exclusively on Freshersworld.com. We do not entertain any unsolicited calls or enquiries from any consultants, other portals or TPOs. Notice: This recruitment is FREE. if the recruiter charges any fees, please write us info@freshersworld.com
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