Service Point Advisor - Fixed Term (1 Year)

Role Overview

The Service Point Advisor serves as a key point of contact for customers, addressing inquiries both in person and over the phone. This role ensures timely and efficient handling of shipment collections and deliveries following company standards, while actively contributing to meeting revenue targets through the promotion and sale of DHL's service offerings.

Main Duties

• Warmly welcome customers arriving at the Service Center and guide them to available staff.
• Provide detailed explanations on service options and recommend the best solutions to suit customer needs.
• Respond to customer questions about service results, consulting supervisors when required.
• Inform customers about warranty options and insurance-related cost benefits.
• Assist customers in choosing suitable shipment methods by referencing rate cards.
• Coordinate the workflow and manage scheduling within the service center.
• Promptly escalate any service issues to supervisors or managers.
• Focus responsibility on promoting and following up on value-added services to enhance customer experience.
• Perform daily work processes effectively to support department success.

Key Competencies and Qualifications

• Preferably experienced or knowledgeable in service industry operations.
• Proficient in Microsoft Word, Excel, and PowerPoint.
• Strong English communication skills, both oral and written.
• Self-driven with the ability to take initiative and work independently.
• Ability to remain composed under pressure in a high-paced environment.
• Excellent organizational and planning abilities.
• Customer-focused mindset with genuine enthusiasm for service excellence.
• Typing capability of at least 35 words per minute.
• Effective team collaboration skills and adherence to organizational policies.
• Strong interpersonal skills conducive to building positive relationships.

Educational & Professional Background

Applicants should hold at least a Diploma or Degree in Business Management, Sales & Marketing, or a related discipline. Prior experience of at least one year in customer service roles is advantageous.