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.

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

• 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.
• 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.
• 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
• Liaise with other departments and Operations to address issues on service quality and Finance to address issues on billing quality.
• 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.
• 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.
• 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.

• 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

• University degree/ Higher Diploma from a reputable institution