Service Point Advisor at DHL

Role Context

Provide quality and professional service to walk in customers in a manner that will repeat Patronage.

Key responsibilities

• Provide customer oriented service at all times in order to satisfy Customer’s needs.
• Sell DHL range of products and services at point of sale 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 at all times.
• Deliver best in class customer service by fulfilling each customer’s unique needs while adhering to DHL policies.
• Accountable for safe and accurate collection of sales proceeds and ensure proceeds are remitted same day to the Receiving Cashier.
• Ensure accurate coding of all shipments accepted and details entered in the system to facilitate prompt shipment delivery.
• Confidently and knowledgeably handle customer’s complaints whilst maintaining composure and take all possible actions to resolve issues (without over-committing) to the customer’s full satisfaction.
• Handle customer’s objections in a professional manner to reinstall the customer’s faith in DHL
• Highlight areas of improvement, with suggested solutions – to improve DHL’s procedures, technology and service to positively enhance customer’s experience with DHL.
• Respond to customer’s queries regarding information on prices customs requirements etc.

Qualifications - External

Minimum Requirements

• One year post qualification relevant to work experience preferably within the service industry
• HND/ 1ST degree

Education & experience

• Typing skills (at least 30wpm 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.
• Attention to details.