SSA KE Service Point Advisor - Leave Cover

Role Overview

This role focuses on serving walk-in customers at a designated DHL Express service point, where you’ll promote the full range of DHL products and services while delivering a consistently high-quality customer experience. Day to day, you’ll handle transactions, answer queries about pricing and customs, and actively identify opportunities to sell additional services—making you a direct driver of customer loyalty and business profitability. You serve as a visible brand ambassador, ensuring every interaction reinforces DHL’s reputation for reliability and excellence.

Key Responsibilities

• Process customer shipments accurately, ensuring full data capture and correct coding to support timely transit and delivery.
• Identify and pursue upselling opportunities for value-added services, e-commerce solutions, and time-definite international products to meet revenue and growth targets.
• Collect sales proceeds securely, reconcile cash daily, and hand over receipts to the cashier on the same day.
• Proactively contact customers via phone and scheduled visits to strengthen relationships, stimulate repeat business, and reduce account attrition.
• Handle customer complaints and objections with composure, taking appropriate action to resolve issues without over-committing, and ensuring full satisfaction.
• Coordinate with operations, finance, and other internal teams to address service quality and billing concerns promptly.
• Maintain a professional personal appearance and a clean, organized service point to project a positive corporate image.
• Highlight service improvement opportunities to management, suggesting practical enhancements to procedures, technology, or customer experience.

Requirements & Qualifications

• Minimum of one year of relevant work experience, preferably within the service industry or a retail point-of-sale environment.
• 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 a customer-focused mindset.
• Sound geographical knowledge and mental alertness to handle diverse customer needs.
• Proven ability to work under pressure, stay positive, and maintain self-control in demanding situations.
• Demonstrated analytical and decision-making skills, with a results-oriented approach to achieving targets.