City of Cape Town, Western Cape, South Africa
Working as Dutch Route Description Writer at Fairfield Tours, which is one of leading local DMC's, setting the standard for ultimate service, dedication and reliability throughout the Southern African tourism industry.
- Support delivery of operational KPIs, Customer Satisfaction index (CSI) and Net Promoter Score (NPS) for the Belgium-Netherlands-France-Luxembourg Shell Commercial Fleet (Business 2 Business fuel cards) class of business. - Analyze customer satisfaction surveys feedback and interaction records to identify trends and improvement opportunities to enhance customer experience. - Participate and give recommendations to various improvement forum/platforms in the organization. - Coach Operation teams for performance, value delivery and excellence in customer service. - Maintain and improve skills and knowledge of the Customer account specialist team (master data set up), as well as teams supporting customers telephonically. - Training delivery and value add through continuous improvement (CI), Excellence in customer service (EICS) and cost saving through LEAN. - Maintain and update Standard Business Operating procedures for the Commercial Fleet business. - Business process modelling and optimization. - Support integration of the Coaching operating model in the Customer service excellence team. - Deliver and support Shell global Order to cash organization (OTC) and local Project implementation within the Cape town center (Process and project requirements, analysis and validation, training, hyper care , performance reviews, project progress monitoring, scope, quality and stakeholders management) - Supported 2 key global projects: The Migration of Customer master data set up activities to Cape Town , and the introduction of a new system used by the Commercial Fleet business in Belgium/Netherlands/France/Luxembourg for both Customer Master Data (CMD) activities and the Customer Services Centre.
- Process coaching and training on operating systems, products, business and technical knowledge. - Monitor and support delivery of Class Of Business (COB) Operational Key performance indicators (KPIs) - Process performance analysis, optimization and improvements using Lean tools (trained Lean practitioner), Process modelling. - Support implementation of improvement projects to drive/deliver operational Excellence, - Manage and resolve stakeholders/ business partners/front office agents escalations, - Team Operation management support role in the Commercial Fleet class of business (Belgium, France, Luxembourg, Netherlands ). - SAP and Operating system super user. Supported the Customer facing system platform change project across the Cape Town center (System testing, Project coordination, Online tool trainer and Hyper care coordination)