Service Point Advisor – Jordanian Only

13 يوليو، 2023

0 1 2 دقائق

The Service Point Advisor is responsible for answering customer inquiries across the counter ensure 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 Advisor is also responsible in helping to achieve revenue targets through effectively promoting and selling DHL’s products and value-added services.
Accountabilities:

Act as an ambassador for DHL at all times and attend to customer needs in a professional, friendly and courteous manner
Ensure that a high level of professional rapport is developed and maintained with all customers
Follow up on all customer enquiries and direct customer to the correct DHL department where further information is required
Maintain proactive work processes to ensure teamwork, shuttle procedures and overall base performance is achieved
Provide a high level of customer service and professionalism taking into account the consideration that all DHL customers have an express requirement and are looking for instant and immediate action
Process all shipments accepted at the counter accurately and enter relevant data so as to ensure perfect airwaybills thus offering DHL’s most suitable service to the customer
Promote and sell DHL’s value-added services such as Insurance, Import Express and TDD and participate actively in the Sales Lead programme to contribute to the country revenue
Highlight opportunities and suggest solutions to improve DHL’s procedures, technology and service so that DHL can provide continuously universally high level of service to all customers
Deal competently with customer complaints and take all possible actions to resolve the issue to their fullest satisfaction with minimal intervention of team leaders
Keep record of the supplies and also the float money and submit to accounts a cash summary of the total cash sales at the end of each day. The cash summary report needs to be reconciled for the cash collected for the shipments delivered (Receiver Paid) or accepted at the counter.

Skills / Qualifications:

Excellent verbal communication skills and interpersonal style
Excellent organisational skills, including ability to prioritise workload
Ability to effectively contribute as a team member as part of a busy team
Proven ability to work under pressure in a fast paced, time sensitive environment
Demonstrated ability to use initiative/judgement to solve job related issues
Good understanding of DHL Network
Strong problem solving capability
Desire to get the job done
Passion to provide excellent customer service
Right first time philosophy
Sound educational back ground with knowledge of the service industry, an added advantage
Working knowledge of Microsoft Word, Excel and Power Point.
Good oral and written communication skills – English & Arabic preferable
Self -motivated individual capable of taking ownership and working independently
Tolerance for stress in a fast paced working environment.
Excellent planning and organising skills
Good team player
Adheres to policies and procedures
Possesses good relationship building and interpersonal skills