Role Title: Service Point Advisor

Corporate Division: DHL Express

RCS Grade: RCS Grade O

Region and Country: SSA - KE

Business Unit: Commercial - Retail

Reports to: Retail Manager

Overall Role Purpose:

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.

Core Responsibilities

• Customer service delivery Provide high-quality, customer-oriented service to walk-in and telesales clients, ensuring satisfaction and loyalty.
• Sales and promotion Promote DHL products and value-added services (VAS, E-Commerce, TDI) to drive revenue growth and repeat business.
• Operational accuracy Ensure full shipment data capture, accurate coding, and proper entry into DHL systems for smooth transit and delivery.
• Financial accountability Safely collect and reconcile sales proceeds daily, remitting funds promptly and maintaining accurate records.
• Issue resolution Handle customer complaints and objections professionally, aiming for full satisfaction without over-committing.
• Service improvement Identify and suggest enhancements to procedures, technology, and service quality to boost customer experience.
• Internal collaboration Liaise with operations and finance teams to resolve service and billing issues.

Service Excellence Key Performance Indicators (KPIS)

• Shipment per Day (TDI) growth must not be less than AOP.
• Revenue per Day (TDI) growth must not be less thank AOP.
• Up selling (TDX, SII, IB) must not be lower than the set target.
• Cash Import Express (RPA) growth must

Individual Key Objectives (IKO)

· SPA Visit Quality assessment greater than or equal to 90% (monthly per advisor)

Key Requirements

Education

• University degree or Higher Diploma from a reputable institution.

Experience

• Minimum one year of relevant work experience, preferably in retail, sales, or customer service.

Skills

• Typing speed of at least 50 wpm
• Excellent telephone and communication skills
• Strong negotiation, interpersonal, and conflict resolution abilities
• Customer relationship management experience
• Geographical knowledge and mental alertness

Competencies

• Analytical thinking and problem-solving
• Planning and organizing
• Decision-making under uncertainty
• Results orientation
• Teamwork and accountability
• Effective communication and self-management under pressure

DHL is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment where everyone feels valued, respected, and empowered to thrive. All qualified applicants will receive consideration without regard to race, ethnicity, gender, gender identity, sexual orientation, age, disability, religion, or any other characteristic protected by law.

Fraud is on the rise! Be aware of outside firms impersonating the DHL via phishing email, unofficial social media channels or 3rd party websites. We never charge fees or ask for money or banking information to apply for positions, nor do we ask sensitive personal information such as passport numbers or social security information as part of our interview process. If you suspect any fraudulent activities, please reach out to us at ke.claimscomplaints@dhl.com

***Please do NOT send your CVs/Resumes to the email above, it will not be reviewed**