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ICCC Coordinator

EX25000FQ Singapore, Singapore, 535215, Singapore Tiempo completo Temporal Sin especificar Express DHL Express (Singapore) Pte. Ltd. Travel Required No se necesita desplazamiento

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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's 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

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