Role Profile:nOrganisational Background Information
Role title:nNet Promoter Approach (NPA) Agent
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
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.
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
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.
Works hard to exceed customer expectations by prioritising customer needs and having a genuine willingness/eagerness to please them.
Remains calm under pressure, responding well to change and remaining positive despite setbacks.
Is well spoken and possesses an excellent command of the English language. Tone is cheerful, confident, professional and courteous.
Relates well with people from a wide variety of backgrounds and nationalities and is able to build effective business relationships quickly over the phone.
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.
Understands potential difficulties and their causes. Generates workable solutions and makes rational judgements allowed within the scope of the role.
Works cooperatively with others to achieve individual and group goals. Accomplishes own tasks in support of team goals and works cooperatively within teams.
- 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
- Previous call centre experience
- Previous experience of telephone and/or electronic order booking systems
Essential:- A minimum of Graduation in any subject