Service Point Advisor

Role Context

Offer DHL Express product and services to all walk in customers at the designated service point. Continuous provision of great service quality to enhance customer experience that will encourage repeat businesses for profitability and present a successful brand ambassador for the organization at all times.

Key responsibilities

Commercial Department

• Deliver results through understanding and implementation of the Commercial priorities
• Identify and exploit opportunities within existing and new customers in the promotion of DHL Value Added Services (VAS), E-commerce, and TDI products to drive profitability

DHL Customers

• Provide customer oriented quality of service at all times in order to satisfy Customer’s needs
• Sell DHL range of products and services through telesales and walk-in customers in order to stimulate patronage of other services
• Maintain a high standard of personal and office appearance and ensure the corporate image is projected positively
• Deliver best in class customer service by fulfilling each customer’s unique needs while adhering to DHL policies and standards
• Respond to customer’s queries regarding information on pricing, Customs requirements, products and services

Sub function Departments

• Liaise with other departments and Operations to address issues on service quality and Finance to address issues on billing quality
• Responsible to contact customers as per schedule in place through calls and customer visits in order to increase sale from the existing or new customers and drive loyalty
• Accountable for safe and accurate collection of sales proceeds and ensure proceeds are remitted same day and cash reconciliation completed on the tool available and receipts handed over to Receiving Cashier
• Ensure full shipment data capture (FSDC), accurate coding of all shipments accepted and correct details entered in the tools and systems available to facilitate prompt transit and delivery of shipments
• Confidently and knowledgeably handle customer’s complaints and or objections whilst maintaining composure and take all possible actions to resolve issues (without over-committing) to the customer’s full satisfaction and experience
• Responsible to contact customers as per schedule in place through calls and customer visits in order to increase sale from the existing or new customers and drive loyalty
• Accountable for safe and accurate collection of sales proceeds and ensure proceeds are remitted same day and cash reconciliation completed on the tool available and receipts handed over to Receiving Cashier
• Ensure full shipment data capture (FSDC), accurate coding of all shipments accepted and correct details entered in the tools and systems available to facilitate prompt transit and delivery of shipments
• Confidently and knowledgeably handle customer’s complaints and or objections whilst maintaining composure and take all possible actions to resolve issues (without over-committing) to the customer’s full satisfaction and experience

Service Improvement Issue

• Highlight areas of improvement, with suggested solutions – to improve DHL’s procedures, technology and service to positively enhance customer’s experience with DHL Express, Marketing support and continuous business performances
• Marketing support and continuous business performances
• Incumbent has no direct reports and authority over country line and functional personnel. Nevertheless he/she must be able to report promptly other services issues of customers to the supervisor and advise on any down-trader/lapsed customers to reduce attrition rate and maximize opportunities to competitive business gains

Minimum Requirements

Education & Experience

• University degree / Higher Diploma from a reputable institution
• One year post qualification relevant to work experience preferably within the service industry
• Typing skills (at least 50wpm preferable)
• Telephone skills (excellent)
• Conflict resolution skills (excellent)
• Communication skills – spoken and written (excellent)
• Negotiation and interpersonal skills (excellent)
• Sound customer relationship experience
• Strong understanding of customer service and operations
• Mental Alertness
• Assertiveness
• Geographical knowledge
• Previous experience in Retail Points of Sales, Sales or Customer Services
• Analysis
• Planning & Organizing
• Decision Making
• Results Orientation
• Teamwork
• Accountability
• Communication
• Self-Management