SSA KE Service Point Advisor

Job Title: Walk-in Customer Service Advisor (Service Point)

Overall Role Purpose

Offer DHL Express products and services to all walk-in customers at the designated service point. Continuously provide great service quality to enhance customer experience, encourage repeat business for profitability, and present a successful brand ambassador for the organization at all times.

Key Responsibilities

Customer Service & Sales (External Customers)

• Provide customer-oriented quality service at all times to satisfy customer needs.
• Sell the full range of DHL products and services through telesales and walk-in customers to stimulate patronage of other services.
• Deliver best-in-class customer service by fulfilling each customer’s unique needs while adhering to DHL policies and standards.
• Respond to customer queries regarding pricing, customs requirements, products, and services.
• Confidently and knowledgeably handle customer complaints or objections, maintaining composure and taking all possible actions to resolve issues (without over-committing) to the customer’s full satisfaction and experience.
• Contact customers as per the schedule in place through calls and visits to increase sales from existing or new customers and drive loyalty.
• Identify and exploit opportunities within existing and new customers to promote DHL Value Added Services (VAS), E-Commerce, and TDI products to drive profitability.

Financial & Operational Accountability

• Accountable for safe and accurate collection of sales proceeds; ensure proceeds are remitted the same day, cash reconciliation is completed on the available tool, and receipts are handed over to the receiving cashier.
• Ensure full shipment data capture (FSDC) with accurate coding of all accepted shipments and correct details entered in the tools and systems to facilitate prompt transit and delivery.
• Maintain a high standard of personal and office appearance to project a positive corporate image.

Service Excellence & Key Performance Indicators

• Shipment per Day (TDI) growth must not be less than AOP.
• Revenue per Day (TDI) growth must not be less than AOP.
• Up-selling (TDX, SII, IB) must not be lower than the set target.
• Cash Import Express (RPA) growth must meet targets.
• SPA Visit Quality assessment score must be greater than or equal to 90% (monthly per advisor).

Internal Stakeholder Coordination

• Liaise with other departments and Operations to address service quality issues, and with Finance to address billing quality issues.
• Report promptly other service issues of customers to the supervisor and advise on any down trader or lapsed customers to reduce attrition and maximize competitive business gains.
• Highlight areas of improvement with suggested solutions to improve DHL’s procedures, technology, and service, thereby positively enhancing customer experience, marketing support, and continuous business performance.

People Management

This role has no direct reports and no authority over country line and functional channels. However, the incumbent must exert informal influence to enable improvement and positive change within the organization.

Qualifications

Educational Qualification (Minimum)

University degree or Higher Diploma from a reputable institution.

Expected Years of Experience (Minimum)

One year post-qualification relevant work experience, preferably within the service industry. Previous experience in Retail Points of Sale, Sales, or Customer Services is required.

Skills

• Typing skills (at least 50 wpm preferable).
• Excellent telephone skills.
• Conflict resolution skills.
• Excellent communication skills.
• Excellent negotiation and interpersonal skills.
• Sound customer relationship experience.
• Strong understanding of customer service and operations.
• Mental alertness and assertiveness.
• Good geographical knowledge.

Competencies

Business Competencies

• Analysis: Break down a problem, situation, or process into its component parts; separate main issues from side issues; understand the nature of parts and their relationships; seek out and critically evaluate numerical and narrative information; draw accurate conclusions.
• Planning and Organizing: Set clear and realistic goals and objectives; establish a course of action with sequenced steps to efficiently achieve activities; be structured with good personal organization; schedule time effectively and use efficient work methods and tools.
• Decision Making: Make timely and appropriate choices based on accurate analysis and experience; use sound judgment even in conditions of uncertainty; anticipate the impact of decisions and plan how to manage risk.
• Results Orientation: Continually seek to accomplish critical tasks with measurable results; overcome obstacles and make adjustments to achieve results; focus self and others to achieve targets aligned with business goals.

Leadership Competency

• Teamwork: Work cooperatively with others to achieve targets and objectives; accomplish own tasks in support of team goals; actively offer to help colleagues; support group decisions.

Personal Competencies

• Accountability: Act responsibly; be counted on to keep commitments; comply with the intent of policies, procedures, and agreements; build others’ trust in own professionalism, integrity, expertise, and ability to get results.
• Communication: Provide both verbal and written information in a timely, clear, and concise manner; express ideas effectively, adjusting style, tools, and mode to the needs of others; listen attentively and summarize or ask questions when needed to clarify information.
• Self-Management: Remain calm, objective, and controlled in responding to urgent or demanding situations; maintain effective performance under pressure; stay positive.