\n

Job Purpose:The jobholder is directly responsible for the performance of his/her team and carries out the daily monitoring of the Advisors work output, thereby maintaining a consistently high level of service. The Team Leader is also responsible in helping to achieve revenue targets through effectively promoting and selling DHL’s products and value-added services & Coaching.

\nAccountabilities & Key activities:\nCustomer:\n\n\nAct as an ambassador for DHL at all times, and attend to customer needs in a professional, friendly, and courteous manner.\nEnsure that a high level of professional rapport is developed and maintained with all customers.\nFollow up on all customer enquiries and direct customer to the correct DHL department where further information is required.\nMaintain proactive work processes to ensure teamwork, shuttle procedures and overall base performance is achieved.\nProvide a high level of customer service and professionalism taking into account the consideration that all DHL walk in customers have an express requirement and are looking for instant and immediate action.\n\n\nInternal:\n\n

Follow the procedures for Service Points as outlined in the manual to comply with the ISO procedures and safe working practices.

\n\nMaintain a thorough knowledge of all departments, DHL network, products, and services so that the team are provided with accurate information on pricing, transit times, clearance delays, custom paperwork requirements, packing, accounting and sales queries.\n\n\nProcess:\n\n\nHighlight 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.\nWork 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.\nDeal competently with customer complaints and take all possible actions to resolve the issue to their fullest satisfaction with minimal intervention of the manager.\nEnsure that the team completes accurate daily manifesting & that CIA is done as per standard to ensure accurate and timely data to the network.\nCheck regularly that all Service Points are maintained up to the required standards, ensuring that all filing, brochures, price lists etc. are up to date.\nLiaise with relevant department heads, when necessary to ensure that all issues are resolved promptly with minimal disruption to service.\nDeputize effectively for the Service Points Manager as required and ensure the smooth functioning and that all performance indicators are met.\nEnsure that a proper record of the supplies and also the float money are maintained at all Service Points and also that these are submitted to accounts with a cash summary of the total cash sales at the end of each day.\nPrepare monthly / holiday rosters to ensure maximum productivity & coverage from all DHL Service Points.\n\n\nPeople Management:\n\n\nEnsure that all Advisors follow the process pertaining to all shipments accepted at the Service Points accurately and enter relevant data so as to ensure perfect airway bills thus offering DHL’s most suitable service to the customer\nTrain Advisors & develop incentives to promote and sell DHL’s value-added services such as Insurance, Import Express and TDD and encourage active participation Sales Lead program to contribute to the country revenue.\nKeep the team motivated and focused in the right direction at all times by identifying coaching & training needs through check rides & monitoring achievement of individual / team targets\nMonthly Coaching and Follow up sessions: Perform Coaching and follow up sessions with all members of the team to monitor development of skills and to identify further areas for training and development. Ensure there is a monthly action planned defined for each SP Advisor based areas identified in Skills Gap checklist.\n\n\nOverall Goals & Typical Measures:\nInternal:\n\nIncorporate process to evaluate knowledge from team (audit / spot checks / tests / quiz etc)\n\nProcess:\n\n\nDeliver YOY growth and ensure all service points are contributing towards EBIT & channel growth\nAchieve Revenue targets within the team and channel responsible for, whilst ensuring each individual service points contribute towards overall target.\n\n\nPeople Management:\n\n\nPositive attitude and team spirited.\n\n\nKey capabilities:\nProblem Solving:\n\n\nThe jobholder must take ownership of all training needs of the Advisors, inquiries and queries and provide alternatives and solutions closing it out at their end\n\n\nCustomer Orientation:\n\n\nIs focused on identifying and meeting customer needs. Acts to establish a long term business partnership with internal and external customers.\n\n\nPlanning and Organizing:\n\n\nThe jobholder must be highly organized in keeping records of check rides, appraisals and coaching needs.\nThe job holder must plan a course of action to ensure that set targets and goals are achieved consistently\n\n\nDecision Making:\n\n\nIs proactive and takes responsibility for own actions and decisions within the scope and boundaries of the role. Knows where to locate relevant information and checks facts and data.\n\n\nResults Orientation:\n\n\nContinually 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.\n\n\nTeamwork:\n\n\nWorks 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.\n\n\nAccountability:\n\n\nActs 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.\n\n\nCommunication Skills:\n\n\nProvides 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.\n\n\nSelf Management:\n\n\nRemains calm, objective and controlled in responding to urgent or demanding situations. Maintains effective performance under pressure. Stays positive.\n\n\nAttention to Detail:\n\n\nIs thorough and complete in performing all aspects of the job. Stays focused on the details of the job, no matter how small. Checks and monitors work to ensure accuracy.\n\n\nEssential Experience:\n\n\nExcellent verbal communication skills and interpersonal style\nExcellent personal presentation, grooming and hygiene\nGood clear command of the English language\nExcellent organizational skills, including ability to prioritize workload\nAbility to effectively contribute as a team member as part of a busy team\nProven ability to work under pressure in a fast paced, time sensitive environment\nDemonstrated ability to use initiative/judgement to solve job related issues\nGood understanding of DHL Network\nStrong problem solving capability\nDesire to get the job done\nPassion to provide excellent Customer Service\nRight first time philosophy\nSounds educational background with knowledge of the Service Industry an added advantage.\nGood understanding of basic service theory and supervisory management.\nMust have excellent PC skills and working knowledge of MS office packages and proficiency in Excel.\nPrevious Coaching experience preferred.\nShould be self-motivated with high energy levels\nMust be able to work under pressure and time deadlines.\nGood communication skill\nPassion for delighting customer\nGood problem solving skills\nGood planning and organizing skills\nAbility to build, lead, coach and motivate a team.\nTeam player\nCommitted to delivering quality results and exceeding expectations.\n\n

\n\nOUR OFFER:\n\n\n\n\t\n\tStrong career support in an international environment.\n\t\n\t\n\tGreat culture and colleagues.\n\t\n\t\n\tMultifarious benefit programm.\n\t\n\n\n\nDo you see a personal challenge in these versatile and responsible tasks? Then apply now!\n\n\n\nWe look forward to receiving your application!\n\n\n\n