Role Overview
As a Service Point Advisor, you will be the face of DHL Express for walk-in customers, handling shipping inquiries, processing shipments, and promoting our full range of express and value-added services. Your day-to-day work involves balancing customer service excellence with sales targets—identifying opportunities to upsell services like Time Definite International or e-commerce solutions while ensuring every interaction leaves the customer satisfied enough to return. This front-line role directly impacts repeat business and profitability by turning each transactional visit into a lasting relationship.
Key Responsibilities
- Serve walk-in customers by offering DHL Express products and services, accurately capturing shipment data and processing payments, then reconciling cash receipts daily.
- Proactively identify upselling opportunities during customer interactions, promoting value-added services (e.g., TDX, SII, IB) and e-commerce offerings to drive revenue growth.
- Handle customer queries on pricing, customs requirements, and service options, resolving complaints or objections calmly while staying within policy limits.
- Maintain a professional service point environment—ensuring personal presentation and office appearance reflect the DHL brand positively at all times.
- Reach out to existing and lapsed customers via scheduled calls or visits to re-engage them, reduce churn, and uncover new sales possibilities.
- Collaborate with operations and finance teams to resolve service quality issues or billing discrepancies, ensuring a seamless customer experience.
- Monitor individual performance against key indicators such as shipment growth, revenue per day, and service point quality assessments, aiming for 90% or higher each month.
- Identify process gaps and suggest practical improvements to enhance customer experience, technology, or operational procedures.
Requirements & Qualifications
- Minimum of one year of relevant work experience, preferably in a service-oriented industry such as retail point-of-sale, customer service, or sales.
- University degree or higher diploma from a recognized institution.
- Typing speed of at least 50 words per minute; excellent telephone, communication, and conflict resolution skills.
- Strong negotiation and interpersonal abilities, with sound customer relationship experience.
- Mental alertness, assertiveness, and good geographical knowledge of the local area.
- Proven ability to break down problems, plan and organize tasks effectively, make timely decisions, and stay results-focused even under pressure.
- Demonstrated teamwork, accountability, and self-management—remaining positive and composed in urgent or demanding situations.
431 open positions on Semasocial right now
· 124 open positions in Kisumu County, Kenya
· 19 posted in the last 7 days
Contact Information
