Job Description
Description:
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.
Accountabilities:
- 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
- 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
- Deal competently with customer complaints and take all possible actions to resolve the issue to their fullest satisfaction with minimal intervention of team leaders
- 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.
Skills / Qualifications:
- Excellent verbal communication skills and interpersonal style
- Excellent organisational skills, including ability to prioritiseworkload
- 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
