Service Point Advisor

DHL Express Kenya is Hiring a Service Point Advisor in Nairobi

DHL Express, part of the DPDHL Group and the world’s leading international logistics company, is seeking a dynamic Service Point Advisor to join their team in Nairobi, Kenya. This is an exciting opportunity to be part of a global organization that connects people and businesses across borders.

Position Overview

The Service Point Advisor will play a crucial role in providing exceptional customer service at DHL Express service points, offering products and services to walk-in customers while serving as a brand ambassador for the organization.

Location

Nairobi, Nairobi City, Kenya (Position Code: EX2400E0J)

Job Type

Full-time, Permanent Position

Key Responsibilities

Customer Service Excellence

• – Deliver outstanding customer service by understanding and fulfilling unique customer needs
• – Handle customer inquiries regarding pricing, customs requirements, and DHL services
• – Manage customer complaints and objections professionally while maintaining composure
• – Maintain high standards of personal and office appearance to uphold the corporate image

Commercial Operations

• – Implement commercial priorities to achieve business targets
• – Identify and capitalize on opportunities to promote DHL Value Added Services (VAS), E-commerce, and TDI products
• – Conduct scheduled customer calls and visits to drive sales and customer loyalty
• – Process accurate shipment data capture and coding in DHL systems

Financial Management

• – Handle sales proceeds accurately and ensure same-day remittance
• – Complete cash reconciliation using available tools
• – Submit receipts to the Receiving Cashier

Cross-departmental Collaboration

• – Work with Operations department to address service quality issues
• – Coordinate with Finance department on billing matters
• – Contribute to service improvement initiatives by identifying areas for enhancement

Requirements

Educational Qualifications

• – University degree or Higher Diploma from a recognized institution

Experience

• – Minimum one year of relevant work experience, preferably in the service industry
• – Previous experience in Retail Points of Sales, Sales, or Customer Services

Technical Skills

• – Typing proficiency (minimum 50 WPM preferred)
• – Strong computer literacy
• – Excellent geographical knowledge
• – Proficiency in DHL systems (training provided)

Soft Skills

• – Outstanding communication skills (verbal and written)
• – Excellent conflict resolution abilities
• – Strong negotiation and interpersonal skills
• – Proven customer relationship management experience
• – Analytical thinking and problem-solving capabilities
• – Results-oriented mindset
• – Strong teamwork abilities
• – High level of accountability
• – Excellent self-management skills