Service Point Advisor Jordanian Only

Overall Role

Purpose

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 DHLs products and value-added services.

Key activities

Customer

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

Internal

Follow customer service procedures as outlined in the manual to comply with the ISO/GSOP procedures and safe working practices

Maintain a thorough knowledge of all departments DHL network products and services so that customers are provided accurate information on pricing transit times clearance delays custom paperwork requirements packing accounting and sales queries with confidence at all times

Highlight any recurring problems that are manifested through traces and then direct the information accordingly so that corrective actions can be taken promptly

Process

Process all shipments accepted at the counter accurately and enter relevant data so as to ensure perfect airwaybills thus offering DHLs most suitable service to the customer

Promote and sell DHLs 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 DHLs procedures technology and service so that DHL can provide continuously universally high level of service to all customers

Work effectively both individually and as part of a team to achieve both individual and department goals and objectives and strive consistently to promote a positive team spirit

Deal competently with customer complaints and take all possible actions to resolve the issue to their fullest satisfaction with minimal intervention of team leaders

Ensure all shipments are manifested by end of each shift and also ensure all documents and invoices pertaining to WPX shipments are imaged for quicker clearance at destination- CIA

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

People Management

Provide follow up for the call centre Advisors during off hours by tracking and tracing shipments in adherence to DHLs network trace standards

Key capabilities

The jobholder must take ownership of all customer inquiries and queries and provide alternatives and solutions closing it out at their end. Traces must be logged and followed up regularly to deliver optimum levels of service at all time. For escalations the jobholder must follow the network standards and consult with the team leader/Supervisor if unsure.

Customer Orientation

Is focussed on identifying and meeting customer needs. Acts to establish a long term business partnership with internal and external customers.

Planning and Organizing

The job holder must be highly organised in keeping records of traces / special requests cash daily follow ups and plan a course of action to ensure that set targets and goals are achieved consistently.

Decision Making

The jobholder will be responsible for arranging special pick-ups and deliveries where required with the ultimate objective being service excellence and customer satisfaction. They must communicate all delays and other service issues to the Team leader/ Supervisor and arrange for gifts (through Fix a Flat scheme) where necessary.

Results Orientation

Continually seeks to accomplish critical tasks with measurable results. Overcomes obstacles and makes adjustments to achieve results. Focuses self and others to achieve targets aligned with business goals.

Teamwork

Works cooperatively with others to achieve target and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports group decisions.

Accountability

Acts responsibly. Can be counted on to keep commitments. Complies with DHL expectations policies and procedures. Builds others trust in own professionalism integrity expertise and ability to achieve results.

Communication Skills

Provides both verbal and written information in a timely clear and concise manner. Expresses ideas effectively adjusting style to the needs of others. Listens attentively and asks questions when needed to clarify information.

Self Management

Remains calm objective and controlled in responding to urgent or demanding situations. Maintains effective performance under pressure. Stays positive.

Attention to Detail

Is thorough and complete in performing all aspects of the job. Stays focussed on the details of the job no matter how small. Checks and monitors work to ensure accuracy.

Experience

Essential

Excellent verbal communication skills and interpersonal style

Excellent personal presentation grooming and hygiene

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

Educational Qualifications

Essential

Diploma Degree

• Desired

BA degree