Service Point Advisor - Military veterans preferred

IT’S NOT JUST AN OPPORTUNITY TO GET ON THE CAREER LADDER.

IT’S AN OPPORTUNITY TO HELP THE WORLD GET ON TOGETHER

Why do people call us the world’s most international company? Is it because we operate in more countries than any other logistics provider? Is it because we invented cross-border shipping over 45 years ago? Or is it, perhaps, because what we do connects people across the world? And the more we can connect people, the better life on earth becomes.

We love our role in the world. And we’re looking for the right people to help us maintain – and grow it. People like you.

Role Context

Confidently and knowledgeably provide the full suite of DHL customer service offerings (e.g. booking, enquiries, shipment status, tracking etc) to all parties contacting DHL via the customer service hotline and other contact modes.

Providing an efficient and professional service to DHL customers through prompt, courteous and accurate responses to Customer’s enquiries. Maintaining the existing customer base by building customer loyalty through an effective problem solving and customer care. Maintaining all service standards laid down by DHL Network.

Key Responsibilities

Internal Customers

Assist the Service Point Supervisor to carry out relevant SPA staff orientation programs and on-the-job training for SPA recruits from Agencies and IROs.

External Customers

Provide customer oriented service at all times in order to satisfy Customers 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.

Respond to customer’s queries regarding information on prices customs requirements etc.

Stakeholder Internal

Liaise with other departments and Operations to address issues on service quality

Process

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 customers full satisfaction.

Handle customer’s objections in a professional manner to reinstall the customer’s faith in DHL.

Service Improvement Issue

Highlight areas of improvement, with suggested solutions – to improve DHL’s procedures, technology and service to positively enhance customer’s experience with DHL.

People Management

Report promptly other services issues of customers to the supervisor and advise on any down-trader/lapsed customers to reduce attrition rate and maximize opportunities to competitive business gains.

Minimum Requirements

Education & experience

· Bachelor’s Degree

OUR OFFER:

•Strong career support in an international environment.

•Great culture and colleagues.

•Multifarious benefit programme.

Do you see a personal challenge in these versatile and responsible tasks? Then apply now!

We look forward to receiving your application!