SSA KE Service Point Advisor - Leave Cover - Nakuru

Key Accountabilities & Responsibilities

Commercial & Customer Focus

• Deliver results through understanding and implementation of commercial roles.
• Identify and exploit opportunities within existing and new customers to promote DHL Value-Added Services (VAS), E-Commerce, and Time Definite International (TDI) products to drive profitability.
• Provide customer-oriented quality of service at all times to satisfy customer needs.
• Sell DHL range of products and services through telesales and walk-in customers to stimulate patronage.
• Maintain a high standard of personal and office appearance to project a positive corporate image.
• 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 pricing, customs requirements, products, and services.

Operational Processes

• Contact customers as per schedule through calls and visits to increase sales from existing/new customers and drive loyalty.
• Handle safe and accurate collection of sales proceeds, ensuring same-day remittance and cash reconciliation on available tools with receipts handed over to the 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.
• Confidently and knowledgeably handle customer complaints and objections while maintaining composure, taking all possible actions to resolve issues to full customer satisfaction.
• Highlight areas of improvement with suggested solutions to enhance procedures, technology, and customer experience.

Internal Collaboration

• Liaise with other departments and Operations to address issues on service quality, and Finance for billing quality.
• Report promptly other service issues of customers to the supervisor and advise on down-trader/lapsed customers to reduce attrition.

Skills & Qualifications

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

Minimum Requirements

• Education: University degree or Higher Diploma from a reputable institution.
• Experience: Minimum of 1 year post-qualification relevant work experience, preferably within the service industry.

How to Apply

Interested and qualified candidates should apply online via the DHL application portal: Apply on DHL Portal.