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 center Advisors during off hours by tracking and tracing shipments in adherence to DHL’s network trace standards
Skills / Qualifications:
Problem Solving
Customer Orientation
Planning and Organizing
Decision Making
Results Orientation
Teamwork
Accountability
Communication Skills
Self-Management
Attention to Detail
Experience
Excellent verbal communication skills and interpersonal style
Excellent personal presentation, grooming and hygiene
Excellent organizational skills, including ability to prioritize 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 background 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 organizing skills
Good team player
Adheres to policies and procedures
Possesses good relationship building and interpersonal skills
Educational Qualifications
Essential :Diploma Degree
Desired : BA degree
