Npa First Caller

2 weeks ago

Johannesburg, South Africa DHL Full time

**IT’S NOT JUST AN OPPORTUNITY TO GET ON THE CAREER LADDER.**

**IT’S AN OPPORTUNITY TO HELP THE WORLD GET ON TOGETHER**
- Why do people call us the world’s most international company? Is it because we operate in more countries than any other logistics provider? Is it because we invented cross border shipping over 45 years ago? Or is it, perhaps, because what we do connects people across the world. And the more we can connect people, the better life on earth becomes._
- We love our role in the world. And we’re looking for the right people to help us maintain - and grow it. People like you_

**Role Purpose**

**Contacting DHL Customer via phone to obtain the Net Promoter Score from the respective customer to sets the platform for the customer to understand that DHL has a Customer Loyalty focus and prepares customer for a follow up call.**

**Key Responsibilities**:

- **Contacting customer via phone to do a survey using Net Promoter Approach®**:

- **Contacting customer based on different touch point from country direction**:

- **Sets the platform for customer to understand that DHL is concern and focus on Customer satisfaction.**:

- **Respond to customer feedback and noted every feedback received**:

- **Prepare customer for follow up call from the Second caller**:

- **Assign second calls to the relevant department in a timeously manner**:

- **Send NPA daily second caller report in the absence of the NPA Analyst**:

- **Adhere to existing NPA procedure as outlined in the department manuals, while maintaining discretion to exercise flexibility to customer’s need within reasonable limits**:

- **Follow 1**st** caller script and strictly adhere to POPIA requirements**

**Qualifications & Experience Required**:

- **Senior Certificate/Matric (Grade 12) or NQF Equivalent**:

- **2years experience of working within a Call Contact Centre environment and/or Telesales**:

- **Valid Drivers license**:

- **Good operational knowledge and proven DHL Network knowledge**:

- **Excellent communication skills (Business English Written and Oral).**:

- **Interpersonal skills

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