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Service Point Advisor at DHL

Service Point Advisor

DHL

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Role Context

Confidently and knowledgeably provide the full suite of DHL customer service offerings (e.g. booking, inquiries, 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 inquiries. Maintaining the existing customer base by building customer loyalty through effective problem-solving and customer care. Maintaining all service standards laid down by DHL Network.

Key Responsibilities

Internal Customers

Assist the Service Point Supervisor in carrying 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 to satisfy Customers' needs.

Sell DHL's range of products and services at the point of sale 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 ensuring 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 complaints whilst maintaining composure and taking all possible actions to resolve issues (without over-committing) to the customer's satisfaction.

Professionally handle customer’s objections 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 program.

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

We look forward to receiving your application!

 

How to Apply

Apply for Service Point Advisor

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