2025-07-07
DHL (https://group.dhl.com/en.html)
Other
/yr
full-time
employee
Nairobi
Kenya
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
Offer DHL Express product and services to all walk in customers at the designated service point. Continuous provision of great service quality to enhance customer experience that will encourage repeat businesses for profitability and present a successful brand ambassador for the organization at all times.
Key responsibilities
Commercial Department
DHL Customers
Sub function Departments
Service Improvement Issue
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 Profile
Country: Kenya
Corporate Division: DHL Express
BMR title / Role Title: Gateway Customer Service Supervisor
Department: Customs Clearance
Overall Role Purpose
To supervise the Gateway Customer Service Advisors, ensuring that an efficient and professional service is provided to customers at any given time. Assisting the Manager in enforcing procedures to ensure a streamlined and disciplined Gateway Customer Service team.
To ensure that all incoming contacts from all customers and the network, into the contact center are well handled and ensure that an efficient and professional service is provided to customers at any given time.
Also ensure that customs clearance SPARK traces and enquiries are handled in a professional manner.
Reports to Customs Clearance Manager Kenya
Key activities
Customer - Internal
Focus on handling customer contacts, educate customers on customs clearance requirements, clearance updates and follow up.
Ensure that all customers issues are registered and dealt with in accordance with DHL Express customer service standards and objectives.Ensure free flow of information between internal departments.
Customer - External
Ensure quality and effective customer communication both on phone and emails by the GTW Customer Service Advisors.
Required to make second calls on VOICE calls and use the feedback received for service recovery, coaching and drive continuous improvement.
Ensure MCT SLAs are not breached by the GTW CS advisors.
Service Excellence KPIs
? IB BOS Index
? (Clear On Arrival) COA
? Email Resolution on MCT; Tasks
closed in time – 100%.
? Outbound Calls
? ?70% team’s monthly average
SPARK traces closed within
3days.
? ?90% of team’s monthly average
Trace Quality Score.
? ?75% team’s monthly average
responses to SPARK traces
within 4Hrs or Agreed Feed-Back Time
? ?90% team’s monthly average
Call Quality Monitoring Score
? ?90% of team’s monthly average
Call Backs made within 2hrs or agreed call back time.
? ?80% team’s monthly average
Calls answered within 10 sec.
? Effective management of SS shipments
Stakeholder
Internal
Ensure that all new advisors are trained according to the DHL Network standards maintaining a
professional image.
Monitor advisors’ skills and knowledge gaps to be addressed through coaching or training.
Evaluate advisors on a monthly basis to monitor their performance and develop their skills on an
ongoing continuous basis.
? Team’s monthly average Quality
Monitoring Score- ? 90%.
? Team’s calls answered within 10 sec -
? 90%.
? < 1% ACR after 10Secs
Revenue Generation KPIs
Leads targets based on monthly quantum.
Based on the regular evaluations and the advisor’s performance, the individual monthly merit
incentives earned by each advisor must be calculated on a monthly basis.
Plan and manage advisors leave schedule foroptimal workforce management.
Ensure that the advisors assigned the SPARKfunction follow the network trace procedure in all
their traces.
Ensure that traces do not get to 3rd or 4th request before they are dealt with.
Ensure that customs clearance traces are well handled to reduce complaints or claims.
Plan training and monthly meetings in such a way that it does not affect the normal work schedule.
Support advisors in dealing with irate customers and difficult traces.
Ensure that mystery shopper results are reviewed and analyzed. Discuss any training needs,
procedural or other issues with the advisors or where applicable the coach trainer for follow-up.
Monitor advisors on a daily basis for punctuality.
Ensure that no unauthorized personal calls are made by the GTW Customer Service Advisors
(Tracing).Ensure that advisors keep their work area tidy and clean 5S.
Take appropriate action to deal with any identified issues likely to impact on service delivery, such as
non-availability of staff, systems failures, or underperformance.
Always implement ISO standards.
Other
Team’s monthly average adherence to
schedule - ? 96%.
Stakeholder Internal
Sub function Department
? Liaise and collaborate with other departments on quick and efficient resolution of customer issues and queries.
Process Service Improvement Issues
? Highlight areas for improvement with suggested solutions to improve DHL’s procedures, technology and service to positively enhance customer’s experience with DHL
? Adhere to existing Customer Service procedures as outlined in the department manuals, while maintaining discretion to exercise flexibility to customers’ needs within reasonable limits in consultation with other supervisors and managers.
People -Management
? Develop a high performance service culturewithin the GTW CS team.
? Conduct performance review and coaching.
? Develop IKOs / KPIs with team members and monitor individual performance
? Informal influence to enable improvement and positive change within the organization.
? Employee satisfaction.
? Employee development
Skills / Qualifications
Key capabilities Essential:
? Leadership abilities
? Proven experience in supervising and motivating a team of service professionals.
? Strong understanding of DHL services.
? Ability to work under pressure and with minimal supervision.
? Excellent communication skills ( written and oral)
? Strong Interpersonal Skills
? Ability to Plan, Organize, and Control
? Complaint handling skills
? Good and effective decision-making skills.
? Teamwork
Competencies:
Competency segment ‘Business’
? Analysis: Breaks down a problem, situation or process into its component parts,separates the main issues from side-issues, understands the nature of parts and their relationship to one another. Seeks out and critically evaluates both numerical
and narrative information. Draws accurate conclusions.
? Planning & Organizing: Ensures that all sets realistic goals and objectives of the advisor are achieved. Establishes a course of action and a sequence of steps to ensure that activities and objectives are efficiently achieved. Is structured with
good personal organization. Ensures that advisors schedule their time effectively and use efficient work methods and tools.
? Decision Making: Makes timely and appropriate choices based on accurate analysis and experience. Uses sound judgment even in conditions of uncertainty.
Anticipates impact of decisions and plans how to manage risk. Makes decision that unite the team
? Results Orientation: Continually seeks to accomplish critical tasks with measurable results. Overcomes obstacles and makes adjustments to achieve results. Focuses self and others to achieve targets aligned with business goals.
Competency segment ‘Leadership’
? Teamwork: Ensures that everyone in the team Works cooperatively with others to achieve target and objectives. Accomplishes own tasks by supporting team goals and actively offers to help team members.
Competency segment ‘Personal’
? Accountability: Acts responsibly. Can be counted on to keep commitments. Complies with the intent of policies, procedures and agreements. Builds others' trust in own professionalism, integrity, expertise and ability to get results.
? Communication: Provides both verbal and written information in a timely, clear and concise manner to the team members. Expresses ideas effectively, adjusting style, tools and mode to the needs of others. Listens attentively to team member issues, and resolves them.
? Team Management: Remains calm, objective and controlled in responding to urgent or demanding situations within the team. Maintains effective performance under pressure. Stays positive.
Expected years of experience(Minimum)
3 years’ experience in a Customer Contact Centre or Telesales environment in a service industry (preferable).
Experience within a customer relation environment.
Experience in Customs Clearance Service operations.
Expected Educational Qualifications
University degree
Signatures:
Prepared By:Peter Mbithi
Customs Clearance Manager
Verified By: Abdallah Wereh
Gateway Manager
Approved By:Jane Karugi
Country Operations Manager
Endorsed by:John Irungu
Head of Human Resources
