Service Point Advisor - Maternity Cover

Role overview

This maternity cover opportunity is for a Service Point Advisor within DHL Express, part of the Commercial - Retail business unit for SSA - KE. The position reports to the Retail Manager and sits at RCS Grade O.

The main purpose of the role is to present DHL Express products and services to customers visiting the service point, while consistently delivering a high standard of service that improves the customer experience, encourages repeat business, and reflects the brand positively at all times.

Accountabilities

Commercial contribution

• Support commercial goals by understanding and applying the responsibilities of the role effectively.
• Spot opportunities with both existing and prospective customers and promote DHL value-added services, e-commerce offerings, and TDI products to help improve profitability.

Service excellence KPIs

• Growth in shipments per day (TDI) should be at least in line with AOP.
• Growth in revenue per day (TDI) should be at least in line with AOP.
• Upselling performance for TDX, SII, and IB should meet or exceed the assigned target.
• Cash Import Express (RPA) growth must be maintained.

Individual key objectives

• Monthly SPA visit quality score should be 90% or higher for each advisor.

Customer service

• Deliver consistently customer-focused service that addresses client needs effectively.
• Promote DHL products and services through telesales and walk-in engagement to encourage use of additional services.
• Maintain a professional appearance in both personal presentation and the office environment to support a strong corporate image.
• Provide best-in-class service by meeting each customer’s specific needs while following DHL standards and policies.
• Answer questions related to pricing, customs requirements, products, and services.

Internal coordination

• Work with other departments, Operations, and Finance to resolve service-quality and billing-related issues.

Process responsibilities

• Reach out to customers according to the planned schedule through calls and visits to increase sales from existing and new accounts and strengthen loyalty.
• Handle sales proceeds safely and accurately, ensure same-day remittance, complete cash reconciliation using the available system, and hand receipts to the receiving cashier.
• Ensure all accepted shipments are captured with correct data and coding in the relevant tools and systems so transit and delivery can proceed smoothly.
• Address complaints and objections with professionalism and composure, taking every reasonable step to resolve issues without overpromising and to the customer’s satisfaction.

Service improvement

• Identify opportunities to improve procedures, systems, and service delivery, and share practical recommendations that enhance customer experience and business performance.

People and influence

• This role has no direct reports and no formal authority over country line or functional channels.
• Escalate customer service issues promptly to the supervisor and flag downtrader or lapsed customers to help reduce attrition and support business retention.
• Use informal influence to encourage improvement and positive change across the organization.

Skills and qualifications

• Fast and accurate typing ability, ideally at 50 words per minute or above.
• Strong telephone handling skills.
• Capability in conflict handling and resolution.
• Effective verbal and written communication.
• Excellent negotiation and interpersonal ability.
• Solid experience in customer relationship management.
• Good grasp of customer service and operational processes.
• Alertness, confidence, and assertive communication.
• Geographical familiarity.
• Background in retail point-of-sale environments, sales, or customer service.

Competencies

• Analytical thinking: able to break down issues, distinguish key matters from secondary ones, review data carefully, and draw sound conclusions.
• Planning and organization: sets realistic goals, structures work well, manages time effectively, and uses efficient methods.
• Decision-making: makes timely, well-judged choices based on analysis and experience, even when conditions are uncertain.
• Results orientation: stays focused on measurable outcomes, removes obstacles, and adjusts approach to achieve targets.
• Teamwork: cooperates well with others, supports shared objectives, and contributes to team success.
• Accountability: follows through on commitments, respects policies and agreements, and builds trust through professionalism.
• Communication: shares information clearly and concisely, adapts style to the audience, and listens actively.
• Self-management: remains calm and productive under pressure and keeps a positive mindset.

Experience and education

The role calls for at least one year of relevant post-qualification experience, preferably gained in the service industry.

A university degree or higher diploma from a reputable institution is required.

Equal opportunity and fraud notice

DHL is an equal opportunity employer and values diversity, inclusion, and fair consideration for all qualified applicants, regardless of protected characteristics such as race, ethnicity, gender, gender identity, sexual orientation, age, disability, or religion.

Be cautious of fraudulent parties impersonating DHL through phishing emails, unofficial social media accounts, or third-party websites. DHL does not request payment, banking details, or sensitive personal information such as passport or social security numbers during the application or interview process.

Any suspicious activity should be reported to ke.claimscomplaints@dhl.com.

CVs or resumes should not be sent to that email address, as it will not be reviewed.