EXTERNAL VACANCY ADVERT

SERVICE POINT ADVISOR

DHL Rwanda seeks the services of a Service Point Advisor to assist with selling all DHL range of products and services by delivering best class customer service by fulfilling each customer’s unique needs while adhering to DHL policies. The position is based at the DHL EXPRESS Rwanda office and reports to the Commercial Manager.

The incumbent will be required to learn and understand the DHL Customer Services business environment, anticipate client needs and provide an efficient and professional service through prompt, courteous, and accurate execution of duties.

RESPONSIBILITIES:

1. The incumbent is expected to attend to walk-in customers and receive shipments that are brought and ensure correct processing as per the DHL service directory standards.
2. Process, scan and ensure accurate coding of all shipments as well as entering shipment details in the system to facilitate prompt shipment delivery.
3. Provide clients with information pertaining to required paperwork, packaging, security details, transit times, costs, and payment terms.
4. Accept responsibility and issue receipts for all payments for shipment received.
5. Ensure cash takings are cashed up with the accounts department twice daily.
6. Provide quality service to customers and run customer service promotional activities to ensure generation of revenue through delivering best class customer service.
7. The Service Point Advisor will provide customer oriented services at all times
8. Maintain a high standard of office appearance and ensure the corporate image is project positively at all times
9. Sell Value Added Services to ensure revenue generation.
10. Confidentially and knowledgeably handle customers’ complaints whilst maintaining composure and take all possible actions to resolve issues to the customers’ full satisfaction.
11. Address housekeeping issues and reconcile cash at the end of each day
12. Reflects DHL’s brand values at all times.

REQUIREMENTS:

• Ability to demonstrate an understanding of customer services, public relations, and logistics
• Hold a related professional qualification.
• Previous experience in client services / public relations.
• Fluent in English, both oral and written.
• Presentable and articulate with strong interpersonal skills
• Computer literate
• Previous DHL experience will be an added advantage.
• At least 2 years Customer Service experience
• At least 2 years of Logistics / Operations Experience
• Female candidates are encouraged to apply