Overall Role
Purpose
The Service Point Advisor is responsible for answering customer inquiries across the counter ensure that collection and deliveries of shipments are processed as per network standards and provide a competent, courteous, efficient and proactive point of contact for customers both internal and external. The Advisor is also responsible in helping to achieve revenue targets through effectively promoting and selling DHL’s products and value-added services.
Key activities
Customer
- Act as an ambassador for DHL at all times and attend to customer needs in a professional, friendly and courteous manner
- Ensure that a high level of professional rapport is developed and maintained with all customers
- Follow up on all customer enquiries and direct customer to the correct DHL department where further information is required
- Maintain proactive work processes to ensure teamwork, shuttle procedures and overall base performance is achieved
- Provide a high level of customer service and professionalism taking into account the consideration that all DHL customers have an express requirement and are looking for instant and immediate action
Internal
- Follow customer service procedures as outlined in the manual to comply with the ISO/GSOP procedures and safe working practices
- Maintain a thorough knowledge of all departments, DHL network, products and services so that customers are provided accurate information on pricing, transit times, clearance delays, custom paperwork requirements, packing, accounting and sales queries with confidence at all times
- Highlight any recurring problems that are manifested through traces and then direct the information accordingly so that corrective actions can be taken promptly
Process
- Process all shipments accepted at the counter accurately and enter relevant data so as to ensure perfect airwaybills thus offering DHL’s most suitable service to the customer
- Promote and sell DHL’s value-added services such as Insurance, Import Express and TDD and participate actively in the Sales Lead programme to contribute to the country revenue
- Highlight opportunities and suggest solutions to improve DHL’s procedures, technology and service so that DHL can provide continuously universally high level of service to all customers
- Work effectively both individually and as part of a team to achieve both individual and department goals and objectives and strive consistently to promote a positive team spirit
- Deal competently with customer complaints and take all possible actions to resolve the issue to their fullest satisfaction with minimal intervention of team leaders
- Ensure all shipments are manifested by end of each shift and also ensure all documents and invoices pertaining to WPX shipments are imaged for quicker clearance at destination- CIA
- Keep record of the supplies and also the float money and submit to accounts a cash summary of the total cash sales at the end of each day. The cash summary report needs to be reconciled for the cash collected for the shipments delivered (Receiver Paid) or accepted at the counter
People Management
- Provide follow up for the call centre Advisors during off hours by tracking and tracing shipments in adherence to DHL’s network trace standards
Key Capabilities
Problem Solving
The jobholder must take ownership of all customer inquiries and queries and provide alternatives and solutions closing it out at their end. Traces must be logged and followed up regularly to deliver optimum levels of service at all time. For escalations the jobholder must follow the network standards and consult with the team leader/Supervisor if unsure.
Customer Orientation
Is focussed on identifying and meeting customer needs. Acts to establish a long term business partnership with internal and external customers.
Planning and Organizing
The job holder must be highly organised in keeping records of traces / special requests, cash, daily follow – ups and plan a course of action to ensure that set targets and goals are achieved consistently.
Decision Making
The jobholder will be responsible for arranging special pick-ups and deliveries where required with the ultimate objective being service excellence and customer satisfaction. They must communicate all delays and other service issues to the Team leader/ Supervisor and arrange for gifts (through “Fix a Flat” scheme) where necessary.
Results Orientation
Continually seeks to accomplish critical tasks with measurable results. Overcomes obstacles and makes adjustments to achieve results. Focuses self and others to achieve targets aligned with business goals.
Teamwork
Works cooperatively with others to achieve target and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports group decisions.
Accountability
Acts responsibly. Can be counted on to keep commitments. Complies with DHL expectations, policies and procedures. Builds others' trust in own professionalism, integrity, expertise and ability to achieve results.
Communication Skills
Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style to the needs of others. Listens attentively and asks questions when needed to clarify information.
Self Management
Remains calm, objective and controlled in responding to urgent or demanding situations. Maintains effective performance under pressure. Stays positive.
Attention to Detail
Is thorough and complete in performing all aspects of the job. Stays focussed on the details of the job, no matter how small. Checks and monitors work to ensure accuracy.
Experience
Essential
- Excellent verbal communication skills and interpersonal style
- Excellent personal presentation, grooming and hygiene
- Excellent organisational skills, including ability to prioritise workload
- Ability to effectively contribute as a team member as part of a busy team
- Proven ability to work under pressure in a fast paced, time sensitive environment
- Demonstrated ability to use initiative/judgement to solve job related issues
- Good understanding of DHL Network
- Strong problem solving capability
- Desire to get the job done
- Passion to provide excellent Customer Service
- Right first time philosophy
- Sound educational back ground with knowledge of the Service Industry, an added advantage
- Working knowledge of Microsoft Word, Excel and Power Point.
- Good oral and written communication skills – English & Arabic preferable
- Self motivated individual capable of taking ownership and working independently
- Tolerance for stress in a fast paced working environment.
- Excellent planning and organising skills
- Good team player
- Adheres to policies and procedures
- Possesses good relationship building and interpersonal skills
Educational Qualifications
Diploma Degree
BA degree
