Service Point Advisor at DHL

Role Context

Provide quality and professional service to walk in customers in a manner that will repeat Patronage.

Key responsibilities


Provide customer oriented service at all times in order to satisfy Customer's needs.
Sell DHL range of products and services at point of sale in order to stimulate patronage of other services.
Maintain a high standard of personal and office appearance and ensure the corporate image is projected positively at all times.
Deliver best in class customer service by fulfilling each customer's unique needs while adhering to DHL policies.
Accountable for safe and accurate collection of sales proceeds and ensure proceeds are remitted same day to the Receiving Cashier.
Ensure accurate coding of all shipments accepted and details entered in the system to facilitate prompt shipment delivery.
Confidently and knowledgeably handle customer's complaints whilst maintaining composure and take all possible actions to resolve issues (without over-committing) to the customer's full satisfaction.
Handle customer's objections in a professional manner to reinstall the customer's faith in DHL
Highlight areas of improvement, with suggested solutions - to improve DHL's procedures, technology and service to positively enhance customer's experience with DHL.
Respond to customer's queries regarding information on prices customs requirements etc.


Qualifications - External

Minimum Requirements


One year post qualification relevant to work experience preferably within the service industry
HND/ 1ST degree


Education & experience


Typing skills (at least 30wpm preferable)
Telephone skills (excellent)
Conflict resolution skills (excellent)
Communication skills - spoken and written (excellent)
Negotiation and interpersonal skills (excellent)
Sound customer relationship experience
Strong understanding of customer service and operations
Mental Alertness.
Attention to details.