Job Description

Schedule: Part-time Shift: Standard

Key activities Overall goals / Typical measures

Customer External

Customer § Maintain front-line and working relationship to provide good DHL corporate image and services to fulfil the customer's demands

Customer satisfaction - CSI

Internal Lead of data entry § Maintain Close working relationship to achieve the service target

RFU FSDC

Stakeholder External Third Party Agents § Cooperate with the agents to achieve the required service level and provide reliable service to the customers.

Customer satisfaction - CSI

Internal Sales Team § Provide customer information and generate sales leads. Customer Services Team § Closely cooperate with customer service to improve the services to the customers and ensure timely response to the customers' demands in pick up and delivery.

Sales lead generations

Customer satisfaction - CSI

Process

Pick up and Delivery § Collect outbound shipments from walk-in customer with good corporate image. § Ensure security inspection on all shipment in accordance with regulatory process and label tag of SI. § Re-pack carefully if necessary and pass over to MPS timely. § Hand over inbound shipment to walk-in customer pre-arranged consignee collection in a well-managed manner. § Ensure all cash transactions resulting to cashier end of day from the collection of shipments. Data checking and uploading § Cross check the shipment data and manifest ones and upload into HOST through on-line or manually End of day/week/month reporting § Generate end of day/week/month report for operations and / or billing purpose to customer's demands Manual tracing of shipments within the quality standards set by DHL. Bookings Ensure that the communications with our customers remains professional. Ensure that all SLS Departments is informed at all times of any special requests. Inform the Front Line Senior Agent of problems and issues. Contact / Deliver in a daily basis the Pending Consignee Collections Customers Act as a Claim Catcher Ensure performance targets as set are not met but exceeded.

FSDC, RFU, RDD, Data Timeliness, Checkpoint compliance

Zero defects in pick up and delivery

SAM Reports, FSDC, Data quality

People - Management

§ Incumbent has no direct reports and authority over country line and functional personnel. Nevertheless he/she must be able to demonstrate ability to influence decisions/actions through provision of value-added inputs into the organisation's business processes

§ Informal influence to enable improvement and change within the organisation

People - Management

§ Incumbent has no direct reports and authority over country line and functional personnel. Nevertheless he/she must be able to demonstrate ability to influence decisions/actions through provision of value-added inputs into the organisation's business processes

§ Informal influence to enable improvement and change within the organisation Skills / Qualifications

Key capabilities

Skills § Strong Customer focus to meet performance and service targets § Strong Company focus to meet targets and goals § Ability to manage time, prioritise and organise tasks effectively § Ability to adapt to immediate change § Ability to work unsupervised and alone § Pleasant, out-going manner and well presented image § Well-balanced sense of perspective and humour § Office automation software in English and French

Competency segment 'Business' Analysis: Breaks down a problem, situation or process into its component parts, separates the main issues from side-issues, understands the nature of parts and their relationship to one another. Seeks out and critically evaluates both numerical and narrative information. Draws accurate conclusions. Planning & Organizing: Sets clear and realistic goals and objectives. Establishes a course of action and a sequence of steps to ensure that activities and objectives are efficiently achieved. Is structured with good personal organization. Schedules time effectively and uses efficient work methods and tools. Decision Making: Makes timely and appropriate choices based on accurate analysis and experience. Uses sound judgment even in conditions of uncertainty. Anticipates impact of decisions and plans how to manage risk. Results Orientation: Continually seeks to accomplish critical tasks with measurable results. Overcomes obstacles and makes adjustments to achieve results. Focuses self and others to achieve targets aligned with business goals.

Competency segment 'Leadership' Teamwork: Works cooperatively with others to achieve target and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports group decisions.

Competency segment 'Personal' Accountability: Acts responsibly. Can be counted on to keep commitments. Complies with the intent of policies, procedures and agreements. Builds others' trust in own professionalism, integrity, expertise and ability to get results. Communication: Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style, tools and mode to the needs of others. Listens attentively, and summarizes or asks questions, when needed, to clarify information. Self Management: Remains calm, objective and controlled in responding to urgent or demanding situations. Maintains effective performance under pressure. Stays positive.

Expected years of experience § 3 month job training

Educational Qualifications § BAC+2