SSA KE Service Point Advisor - Maternity Cover

Job Title: Service Point Advisor (SPA)

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, encouraging repeat business for profitability. Act as a successful brand ambassador for the organization at all times.

Key Responsibilities

Commercial Performance

• Deliver results by understanding and implementing commercial roles.
• Identify and exploit opportunities within existing and new customers to promote DHL value-added services (VAS), E-Commerce, and TDI products to drive profitability.

Service Excellence KPIs

• Shipments per Day (TDI): Growth must not be less than Annual Operating Plan (AOP).
• Revenue per Day (TDI): Growth must not be less than AOP.
• Upselling (TDX, SII, IB): Must not be lower than the set target.
• Cash Import Express (RPA): Growth must meet or exceed target.
• SPA Visit Quality Assessment: Score ≥ 90% monthly.

Customer Service & Sales (External Customers)

• Provide customer-oriented quality service at all times to satisfy customer needs.
• Sell DHL products and services through telesales and to walk-in customers to stimulate patronage.
• Maintain a high standard of personal and office appearance; project a positive corporate image.
• Deliver best-in-class 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.

Internal Stakeholder Engagement

• Liaise with other departments (e.g., Operations) to address service quality issues and with Finance to address billing quality issues.

Process & Operational Tasks

• Contact customers as per schedule through calls and visits to increase sales from existing/new customers and drive loyalty.
• Accountable for safe and accurate collection of sales proceeds; ensure same-day remittance, cash reconciliation using available tools, and handover of receipts to receiving cashier.
• Ensure Full Shipment Data Capture (FSDC) with accurate coding for all shipments; enter correct details in systems to facilitate prompt transit and delivery.
• Confidently and knowledgeably handle customer complaints/objections; take all possible actions to resolve issues (without over-committing) to the customer's full satisfaction.

Service Improvement

• Highlight areas of improvement with suggested solutions to enhance DHL's procedures, technology, service, customer experience, marketing support, and business performance.

People & Management

• No direct reports; however, promptly report customer service issues to the supervisor and advise on down-trader/lapsed customers to reduce attrition and maximize competitive gains.
• Use informal influence to enable improvement and positive change within the organization.

Qualifications & Skills

Education

• University degree or Higher Diploma from a reputable institution.

Experience

• Minimum one year of post-qualification work experience, preferably within the service industry.

Key Skills

• Typing speed of at least 50 wpm (preferred).
• Excellent telephone skills.
• Conflict resolution skills.
• Strong communication, negotiation, and interpersonal skills.
• Sound customer relationship experience.
• Strong understanding of customer service and operations.
• Mental alertness and assertiveness.
• Good geographical knowledge.
• Previous experience in retail point of sale, sales, or customer service.

Competencies

Business Competencies

• Analysis: Break down problems or processes; evaluate numerical and narrative information; draw accurate conclusions.
• Planning & Organizing: Set clear goals, establish action plans, organize time effectively, and use efficient work methods.
• Decision Making: Make timely, sound choices based on analysis and experience; anticipate impacts and manage risks.
• Results Orientation: Continually accomplish critical tasks; overcome obstacles and adjust to achieve targets aligned with business goals.

Leadership Competencies

• Teamwork: Work cooperatively to achieve targets; support team goals and actively help colleagues; support group decisions.

Personal Competencies

• Accountability: Act responsibly, keep commitments, comply with policies, and build trust through professionalism and integrity.
• Communication: Provide timely, clear information verbally and in writing; adjust style to audience; listen attentively and clarify when needed.
• Self-Management: Remain calm, objective, and controlled in demanding situations; maintain performance under pressure; stay positive.