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

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

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Why do people call us the world’s most international company? Is it because we operate in more countries 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 people, the better life on earth becomes.

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We love our role in the world. And we’re looking for the right people to help us maintain – and grow it. People like you.

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Role Context

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Offer DHL Express product and services to all walk in customers at the designated service point. Continuous provision of great service quality to enhance customer experience that will encourage repeat businesses for profitability and present a successful brand ambassador for the organization at all times.

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Key responsibilities

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Commercial Department

\n\n\n\tDeliver results through understanding and implementation of the Commercial priorities\n\tIdentify and exploit opportunities within existing and new customers in the promotion of DHL Value Added Services (VAS), E-commerce, and TDI products to drive profitability\n\n\n

DHL Customers

\n\n\n\tProvide customer oriented quality of service at all times in order to satisfy Customer’s needs\n\tSell DHL range of products and services through telesales and walk-in customers in order to stimulate patronage of other services\n\tMaintain a high standard of personal and office appearance and ensure the corporate image is projected positively\n\tDeliver best in class customer service by fulfilling each customer’s unique needs while adhering to DHL policies and standards\n\tRespond to customer’s queries regarding information on pricing, Customs requirements, products and services\n\n\n

Sub function Departments

\n\n\n\tLiaise with other departments and Operations to address issues on service quality and Finance to address issues on billing quality\n\tResponsible to contact customers as per schedule in place through calls and customer visits in order to increase sale from the existing or new customers and drive loyalty\n\tAccountable for safe and accurate collection of sales proceeds and ensure proceeds are remitted same day and cash reconciliation completed on the tool available and receipts handed over to Receiving Cashier\n\tEnsure full shipment data capture (FSDC), accurate coding of all shipments accepted and correct details entered in the tools and systems available to facilitate prompt transit and delivery of shipments\n\tConfidently and knowledgeably handle customer’s complaints and or objections whilst maintaining composure and take all possible actions to resolve issues (without over-committing) to the customer’s full satisfaction and experience\n\tResponsible to contact customers as per schedule in place through calls and customer visits in order to increase sale from the existing or new customers and drive loyalty\n\tAccountable for safe and accurate collection of sales proceeds and ensure proceeds are remitted same day and cash reconciliation completed on the tool available and receipts handed over to Receiving Cashier\n\tEnsure full shipment data capture (FSDC), accurate coding of all shipments accepted and correct details entered in the tools and systems available to facilitate prompt transit and delivery of shipments\n\tConfidently and knowledgeably handle customer’s complaints and or objections whilst maintaining composure and take all possible actions to resolve issues (without over-committing) to the customer’s full satisfaction and experience\n\n\n

Service Improvement Issue

\n\n\n\tHighlight areas of improvement, with suggested solutions – to improve DHL’s procedures, technology and service to positively enhance customer’s experience with DHL Express, Marketing support and continuous business performances\n\tMarketing support and continuous business performances\n\tIncumbent has no direct reports and authority over country line and functional personnel. Nevertheless he/she must be able to report promptly other services issues of customers to the supervisor and advise on any down-trader/lapsed customers to reduce attrition rate and maximize opportunities to competitive business gains\n

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Minimum Requirements

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Education & Experience

\n\n\n\tUniversity degree / Higher Diploma from a reputable institution\n\tOne year post qualification relevant to work experience preferably within the service industry\n\tTyping skills (at least 50wpm preferable)\n\tTelephone skills (excellent)\n\tConflict resolution skills (excellent)\n\tCommunication skills – spoken and written (excellent)\n\tNegotiation and interpersonal skills (excellent)\n\tSound customer relationship experience\n\tStrong understanding of customer service and operations\n\tMental Alertness\n\tAssertiveness\n\tGeographical knowledge\n\tPrevious experience in Retail Points of Sales, Sales or Customer Services\n\tAnalysis\n\tPlanning & Organizing\n\tDecision Making\n\tResults Orientation\n\tTeamwork\n\tAccountability\n\tCommunication\n\tSelf-Management\n\n\n

We are looking forward to your application.

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