We’re looking for team members who are eager to expand their skills, support various service point locations, and contribute to delivering an exceptional customer experience across our DHL network.

As a Floater, you will provide flexible coverage wherever needed, ensuring smooth operations, consistent service standards, and a strong customer-centric approach across all touchpoints.

JOB PURPOSE

The Service Point Advisor plays a key role in delivering an exceptional customer experience—whether over the phone or at the counter. The role ensures shipments are collected, processed, and delivered according to network standards while providing a professional, proactive point of contact for both internal and external customers. The Advisor also contributes to revenue growth by confidently promoting and selling DHL products and value-added services.

MAIN TASKS

• Act as a strong ambassador for DHL by attending to customer needs in a professional, friendly, and courteous manner.

• Build and maintain a high level of rapport with customers to ensure a positive and consistent service experience.

• Accurately process all counter-accepted shipments, ensuring correct data entry and perfect airwaybills to offer customers the most suitable DHL service.

• Promote and sell DHL’s value-added services—such as Insurance, Import Express, and TDD—and actively participate in the Sales Lead program to support country revenue goals.

• Work effectively both independently and as part of a team, contributing to a positive team spirit and achieving departmental objectives.

• Handle customer complaints confidently and professionally, taking ownership and resolving issues with minimal manager intervention.

• Ensure all shipments are manifested by the end of each shift and all WPX documents and invoices are properly imaged for efficient clearance.

• Capture customer details and requirements accurately across all relevant systems.

• Maintain flexibility to work various shifts, including nights, and rotate across different locations when required.

YOUR PROFILE

• Strong communication and interpersonal skills—ability to engage customers clearly, confidently, and professionally.

• Customer-centric mindset with a passion for delivering outstanding service.

• Ability to work under pressure and remain adaptable in a fast-paced environment.

• Previous experience in customer service, a contact center, telesales, or any customer-facing role is a strong advantage.

• Fluent in Arabic and English.