Offer DHL Express products and services to all walk-in customers at the designated service point. Continuously provide great service quality to enhance customer experience that will encourage repeat business for profitability and represent the organization as a successful brand ambassador at all times.
Core Responsibilities
Customer Service Delivery: Provide high-quality, customer-oriented service to walk-in and telesales clients, ensuring satisfaction and loyalty.
Sales and Promotion: Promote DHL products and value-added services (VAS, E-Commerce, TDI) to drive revenue growth and repeat business.
Operational Accuracy: Ensure full shipment data capture, accurate coding, and proper entry into DHL systems for smooth transit and delivery.
Financial Accountability: Safely collect and reconcile sales proceeds daily, remitting funds promptly and maintaining accurate records.
Issue Resolution: Handle customer complaints and objections professionally, aiming for full satisfaction without over-committing.
Service Improvement: Identify and suggest enhancements to procedures, technology, and service quality to boost customer experience.
Internal Collaboration: Liaise with operations and finance teams to resolve service and billing issues.
Key Performance Indicators (KPIs)
Shipment per Day (TDI) growth must not be less than AOP.
Revenue per Day (TDI) growth must not be less than AOP.
Up-selling (TDX, SII, IB) must not be lower than the set target.
Cash Import Express (RPA) growth targets.
Individual Key Objectives (IKO)
SPA Visit Quality assessment greater than or equal to 90% (monthly per advisor).
Requirements & Competencies
Education: University degree or Higher Diploma from a reputable institution.
Experience: Minimum one year of relevant work experience, preferably in retail, sales, or customer service.
Skills: Typing speed of at least 50 wpm, excellent telephone and communication skills, strong negotiation, interpersonal, and conflict resolution abilities.
Competencies: Analytical thinking, problem-solving, planning and organizing, decision-making under uncertainty, results orientation, teamwork, and accountability.
