IT’S NOT JUST AN OPPORTUNITY TO GET ON THE CAREER LADDER

IT’S AN OPPORTUNITY TO HELP THE WORLD GET ON TOGETHER

Why do people call us the world’s most international company? Is it because we operate in more than any other logistics provider? Is it because we invented cross border shipping over 45 years ago? Or is it, perhaps, because what we do connects people across the world. And the more we can connect with people, the better life on earth becomes.

We love our role in the world and we’re looking for the right people to help us maintain and grow!

Role Purpose:

The Service Point Adviser 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 with customers both internal and external. The agent is also responsible for helping to achieve revenue targets through effectively promoting and selling DHL’s products and value-added services.

Key Requirements:

• 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.

• Establish a relation with the Operations department and potential partners in order to ensure controlled and healthy development of Brand.
• Timely report issues to be raised to the higher level to get the appropriate support.

• Comply with all company policies and procedures, including those in relation to health, safety, environment and community
• Call customers to inform them of changes in service or to let them know their shipment is ready for pick-up / delivery
• Act as the customers’ main point of contact, by liaising closely with the relevant departments within DHL to ensure that their queries, problems or issues are dealt with appropriately
• Contribute to projects and assignments that have some impact on the department.
• On an ongoing basis, seek out and implement opportunities for continuous improvement within the operation domain

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

Minimum Requirements:

DHL is an equal opportunity employer and encourages applications from the designated groups e.g. women and people with disabilities in terms of the Affirmative Action (Employment) Act No. 29 of 1998)

We are looking forward to your application