DHL Express is hiring an SSA KE Service Point Advisor – Leave Cover to assist walk-in customers, manage shipment transactions, and provide high-quality service at designated service points.
Overall Role Purpose:
- 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.
Responsibilities
Customer Internal
Commercial
Department
- Deliver results through understanding and implementation of the
commercial roles
- Identify and exploit opportunities within existing and new customers
in the promotion of DHL value added Services (VAS) E- Commerce, and TDI
products to drive profitability.
Service
Excellence Key Performance Indicators (KPIS)
- Shipment per Day (TDI) growth must not be less than AOP.
- Revenue per Day (TDI) growth must not be less thank AOP.
- Up selling (TDX, SII, IB) must not be lower than the set target.
- Cash Import Express (RPA) growth must
Individual
Key Objectives (IKO)
- SPA Visit Quality assessment greater than or equal to 90% (monthly
per advisor)
External
DHL
Customers
- Provide customer oriented quality of service at all times in order
to satisfy Customer’s needs.
- Sell DHL range of products and services through telesales and
walk-in customers 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
- Deliver best in class customer service by fulfilling each customer’s
unique needs while adhering to DHL policies and standards.
- Respond to customer’s queries regarding information on pricing,
customs requirements, products and services
Internal
Stakeholder
Subfunction
Departments
- Liaise with other departments and Operations to address issues on
service quality and Finance to address issues on billing quality.
Process
- Responsible to contact customers as per schedule in place through
calls and customer visits in order to increase sale from the existing or
new customers and drive loyalty.
- Accountable for safe and accurate collection of sales proceeds and
ensure proceeds are remitted same day and cash reconciliation completed on
the tool available and receipts handed over to receiving cashier.
- Ensure full shipment data capture (FSDC) accurate coding of all
shipments accepted and correct details entered in the tools and systems
available to facilitate prompt transit and delivery of shipments.
- Confidently and knowledgeably handle customer’s complaints and or
objections whilst maintaining composure and take all possible actions to
resolve issues (without over-committing) to the customer’s full
satisfaction and experience.
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 Express, Marketing support and continuous business
performances.
People
– Management
- Incumbent has no direct reports and authority over country line and
functional channel. Nevertheless he/she must be able to 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.
- Informal influence to enable improvement and positive change within
the organization.
Skills/Qualifications
- Typing skills (at least 50wpm preferable)
- Telephone skills (excellent)
- Conflict resolution skills
- communication skills
- Negotiation and interpersonal skills (excellent)
- Sound customer relationship experience
- Strong understanding of customer service and operations
- Mental alertness
- Assertiveness
- Geographical knowledge
- Previous experience in Retail Points of Sales, Sales or Customer
Services
Competencies
Competency
Segment ‘Business’
- Analysis: Break 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 and organizing: Sets clear and realistic goals and
objectiveness. 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 schedules time effectively and
use efficient work methods and tools.
- Decision making: Makes Timely and appropriate choices based on
accurate analysis and experience. Uses sound judgement even in conditions
of uncertainty. Anticipates impact of decisions and plans how to manage
the risk.
- 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: Works cooperatively with others to achieve target and
objectives. Accomplishes own tasks in support of team goals and actively
offers to help colleagues. Supports group decisions.
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. Expresses ideas effectively, adjusting
style, tools and mode to the needs of others. Listens attentively and
summarizes or asks questions, when needed to clarify information.
- Self-Management. Remails calm, objective and controlled in
responding to urgent or demanding situations. Maintains effective
performance under pressure. Stays Positive.
Expected
Years of Experience (Minimum)
- One year post qualification relevant to work experience preferably
within the service industry.
Expected
Educational Qualification (Minimum)
- University degree/ Higher Diploma from a reputable institution
How to Apply
