Role Context

The Service Point Advisor is responsible for answering customer inquiries both over the phone and across the counter, ensures that collection and deliveries of shipments are processed as per network standards and provide a competent, courteous, efficient and proactive point of contact for customers both internal and external. The agent is also responsible in helping to achieve revenue targets through effectively promoting and selling DHL’s products and value-added services.

Key Responsibilities

• Greet customers when they arrive at the Service Center and direct them to an available Service
• Provide customers with in-depth information about available Services and best options for their choice
• Answer questions about service outcome (after consulting with Supervisor if necessary)
• Advise customers about warranty protections and potential cost savings (Insurance).
• Help customers decide between shipments methods through our rate cards.
• Manage and oversee the service center’s workflow and scheduling.
• To escalate to line supervisor/manager any service failures.
• To be more focused and follow-up on customer value added services.
• Execute work processes that affect the success of own role and contribute to the overall performance of the department.

Minimum Requirements

Knowledge and Skills

• Knowledge of the Service Industry is an added advantage
• Working knowledge of Microsoft Word, Excel and Power Point.
• Good oral and written communication skills – English
• Self motivated individual capable of taking ownership and working independently
• Tolerance for stress in a fast paced working environment.
• Excellent planning and organizing skills
• Passion for delighting customers
• Typing speed of 35 words per minute
• Good team player
• Adheres to policies and procedures
• Possesses good relationship building and interpersonal skills

Education & Experience

• A Degree/Diploma in Business management, sales & marketing or related field
• At least 1 year of experience in customer service is an advantage

• Greet customers when they arrive at the Service Center and direct them to an available Service
• Provide customers with in-depth information about available Services and best options for their choice
• Answer questions about service outcome (after consulting with Supervisor if necessary)
• Advise customers about warranty protections and potential cost savings (Insurance).
• Help customers decide between shipments methods through our rate cards.
• Manage and oversee the service center’s workflow and scheduling.
• To escalate to line supervisor/manager any service failures.
• To be more focused and follow-up on customer value added services.
• Execute work processes that affect the success of own role and contribute to the overall performance of the department.

• Knowledge of the Service Industry is an added advantage
• Working knowledge of Microsoft Word, Excel and Power Point.
• Good oral and written communication skills – English
• Self motivated individual capable of taking ownership and working independently
• Tolerance for stress in a fast paced working environment.
• Excellent planning and organizing skills
• Passion for delighting customers
• Typing speed of 35 words per minute
• Good team player
• Adheres to policies and procedures
• Possesses good relationship building and interpersonal skills

• A Degree/Diploma in Business management, sales & marketing or related field
• At least 1 year of experience in customer service is an advantage