SSA KE Service Point Advisor - Leave Cover - Kisumu

Accountabilities & Responsibilities

Commercial & Sales

• Deliver results through understanding and implementation of 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.
• Sell DHL range of products and services through telesales and walk-in customers to stimulate patronage of other services.

Customer Experience & Service Excellence

• Provide customer-oriented quality service at all times to satisfy customer needs.
• Maintain a high standard of personal and office appearance and ensure 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 queries regarding information on pricing, customs requirements, products, and services.
• Confidently and knowledgeably handle customer complaints or objections while maintaining composure, taking all possible actions to resolve issues to the customer's full satisfaction.

Operational Processes

• Contact customers as per schedule in place through calls and customer visits in order to increase sales from existing/new customers and drive loyalty.
• Accountable for safe and accurate collection of sales proceeds, ensuring proceeds are remitted the same day and cash reconciliation completed on available tools, handing receipts to receiving cashier.
• Ensure Full Shipment Data Capture (FSDC) and accurate coding of all accepted shipments in available tools and systems to facilitate prompt transit and delivery.
• Liaise with other departments and Operations to address issues on service quality and Finance to address billing quality issues.
• Highlight areas of improvement with suggested solutions to positively enhance customer experience, marketing support, and business performance.

Skills & Qualifications

• Typing skills (at least 50wpm preferable)
• Excellent telephone skills
• Conflict resolution skills
• Communication skills
• Excellent negotiation and interpersonal skills
• Sound customer relationship experience
• Strong understanding of customer service and operations
• Mental alertness and assertiveness
• Geographical knowledge
• Previous experience in Retail Points of Sales, Sales, or Customer Services

Minimum Requirements

• Education: University degree / Higher Diploma from a reputable institution
• Experience: One year post-qualification relevant work experience preferably within the service industry