Service Point Advisor
Role Context
Offer DHL Express products 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
- 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
How To Apply
