NETT PROMOTOR APPROACH ANALYST – LOGISTICS (JAKARTA)

Our client, a multinational logistic company is looking for potential candidates to be placed as Nett Promotor Approach Analyst with details as follows:

 

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
  • Consultant Contact: adityo.pegrianto@sunrecruit.com

Thank You and Good Luck!

Sunrecruit Indonesia.
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(HEADHUNTERSERVICE, HEADHUNTERDIINDONESIA, HEADHUNTERJAKARTA, HEADHUNTERCIKARANG, JASAHEADHUNTERPROJECT MANAGER