Job Description
Our Vision, Our Mission, Our Strategy Our vision is to be The Logistics Company for the World.
Our mission – Excellence.
Simply Delivered.
– is our guiding light.
Our Strategy : Focus.Connect.Grow.
is our roadmap to the future.
We connect people and improve their lives.
And we do it by being uncompromisingly customer-centric and delivering excellen…
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 prioritiesIdentify 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 needsSell DHL range of products and services through telesales and walk-in customers in order to stimulate patronage of other servicesMaintain a high standard of personal and office appearance and ensure the corporate image is projected positivelyDeliver best in class customer service by fulfilling each customer’s unique needs while adhering to DHL policies and standardsRespond 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 qualityResponsible 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 loyaltyAccountable 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 CashierEnsure 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 shipmentsConfidently 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 experienceResponsible 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 loyaltyAccountable 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 CashierEnsure 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 shipmentsConfidently 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 performancesMarketing support and continuous business performancesIncumbent 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 institutionOne year post qualification relevant to work experience preferably within the service industryTyping 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 experienceStrong understanding of customer service and operationsMental AlertnessAssertivenessGeographical knowledgePrevious experience in Retail Points of Sales, Sales or Customer ServicesAnalysisPlanning & OrganizingDecision MakingResults OrientationTeamworkAccountabilityCommunicationSelf-Management