DHL: Learnership/Internship 2021


20006FY)

South Africa-Gauteng-Johannesburg | Full-time | Permanent | Standard
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 Context

Responsible for the analysis and execution of efficiency improvement and service excellence programmes as agreed with the CS Area office team, and assigned by the Vice President of Customer Services. Also responsible for development and deployment of operational excellent contact centre, and customer care tools and techniques which includes the operation of the WFM tool for forecasting, scheduling and tracking of staffing for the contact centre and other units within customer service.

Key Responsiblities

  • Monitor and measure the Overall SSA region and Countries performance against agreed targets and ensure that reports are consistently analysed to identify BDP’s for sharing as well as opportunities for improvement. Provide appropriate guidelines and recommendations to Countries and Regional CS Managers.
  • Work with Regional KAD and MNC department for performance reviews and exploration of new business, supporting with reporting and Analysis.
  • Co-ordinate and liaise with key personnel in other functional areas, Regional Office, Global DHL offices, GCC or within the DHL network to ensure effective delivery of Key Account Customer Service
  • Work closely with Country Customer Service Heads/Managers and others within the team to support Customer Experience and revenue related performances in line with corporate, regional and country business goals and objectives
  • Software development and documentation for business analysis and presentation.
    • Advanced VBA, Tableau, Power BI and Excel tools – Automated excel Reporting templates. VBA and Macros programming and design.
    • JavaScript Applications – Contingency tools: Customer Service Quiz portal. Call type classification, Wallboard scroll design for quick announcements
    • ASPX web portal – CS Portal development on mynet intranet, content development, maintenance and module configuration.
    • Microsoft SharePoint Services – CS ishare maintenance and various reports configuration.
  • Complex Root Cause Analysis for operational (Shipment Transit & Tracking) and CX performance on all touch points across the business, providing intelligence to ICCC committee, tracking and trending and identified problem areas.
  • Work with Regional Performance Excellence to identify and drive key performance areas.
  • Design and develop programs/toolkits /guidelines on Customer Experience initiatives.
  • Support Omni Channel and self service for customer engagement.
  • Monitor and measure the Overall SSA region and Countries performance against agreed targets and ensure that reports are consistently analysed to identify BDP’s for sharing as well as opportunities for improvement. Provide appropriate guidelines and recommendations to Countries and Regional CS Managers.
  • Work with Regional KAD and MNC department for performance reviews and exploration of new business, supporting with reporting and Analysis.
  • Co-ordinate and liaise with key personnel in other functional areas, Regional Office, Global DHL offices, GCC or within the DHL network to ensure effective delivery of Key Account Customer Service
  • Work closely with Country Customer Service Heads/Managers and others within the team to support Customer Experience and revenue related performances in line with corporate, regional and country business goals and objectives
  • Software development and documentation for business analysis and presentation.
    • Advanced VBA, Tableau, Power BI and Excel tools – Automated excel Reporting templates. VBA and Macros programming and design.
    • JavaScript Applications – Contingency tools: Customer Service Quiz portal. Call type classification, Wallboard scroll design for quick announcements
    • ASPX web portal – CS Portal development on mynet intranet, content development, maintenance and module configuration.
    • Microsoft SharePoint Services – CS ishare maintenance and various reports configuration.
  • Complex Root Cause Analysis for operational (Shipment Transit & Tracking) and CX performance on all touch points across the business, providing intelligence to ICCC committee, tracking and trending and identified problem areas.
  • Work with Regional Performance Excellence to identify and drive key performance areas.
  • Design and develop programs/toolkits /guidelines on Customer Experience initiatives.
  • Support Omni Channel and self service for customer engagement.
Qualifications:
    • Presentation skills (excellent)
    • CIS Facilitation and training skills (advantageous)
    • Software Programming and Development skills (advantageous)
    • Microsoft Office skills (Word, Excel, PowerPoint, etc.) (excellent)
    • Performance Dashboard creation skills (Excellent)
    • Programming skills (Excellent)
    • Software Application skills (DHL Systems) (preferable)
    • Communication skills, spoken and written (excellent)
    • Negotiation and interpersonal skills (excellent)
    • Leadership skills (excellent)
    • Analytical, organisational and motivational skills (excellent)

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