Job Description

Schedule: Full-time Shift: Shift YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS.

Would you like to become part of the world's most international company in the world? A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet.

Join our team and discover how an international network that's focused on service, quality and sustainability, is able to connect people and improve lives through the power of global trade. And not just for our customers, but for every member of our team too. To learn more about our culture, motivated people and our purpose, please visit

Do you want to make a difference? Then come to our "Insanely Customer Centric" Team and become a Certified International Specialist!

ROLE PURPOSE: The Service point Advisor is responsible for answering customer inquiries both over the phone and across the counter, ensuring that collection and deliveries of shipments are processed as per network standards and provide a competent, courteous, efficient and proactive point of contact for customers both internal and external. The agent is also responsible for helping in achieving revenue targets through effectively promoting and selling DHL's products and value-added services.

YOUR TASKS: Provide a high level of customer service and professionalism taking into account the consideration that all DHL customers have an express requirement and are looking for instant and immediate action. Follow customer service procedures as outlined in the manual to comply with the ISO procedures and safe working practices. Process all shipments accepted at the counter accurately and enter relevant data so as to ensure perfect airway bills thus offering DHL's most suitable service to the customer. Provide follow up for the call centre agents during off hours by tracking and tracing shipments in adherence to DHL's network trace standards. Maintain a thorough knowledge of all departments, DHL network, products and services so that customers are provided accurate information on pricing, transit times, clearance delays, custom paperwork requirements, packing, accounting and sales queries with confidence at all times. Highlight any recurring problems that are manifested through traces and then direct the information accordingly so that corrective actions can be taken promptly. Promote and sell DHL's value-added services such as Insurance, Import Express and TDD and participate actively in the Sales Lead programme to contribute to the country revenue. Highlight opportunities and suggest solutions to improve DHL's procedures, technology and service so that DHL can provide continuously universally high level of service to all customers. Work effectively both individually and as part of a team to achieve both individual and department goals and objectives and strive consistently to promote a positive team spirit. Deal competently with customer complaints and take all possible actions to resolve the issue to their fullest satisfaction with minimal intervention of team leaders. Ensure all shipments are manifested by end of each shift and also ensure all documents and invoices pertaining to WPX shipments are imaged for quicker clearance at destination- CIA. Keep record of the supplies and also the float money and submit to accounts a cash summary of the total cash sales at the end of each day. The cash summary report needs to be reconciled for the cash collected for the shipments delivered (TCPC or IMPEX) or accepted at the counter. Ensure timely reporting of Cash, Account, Duty and Impex payment in CAA. Must be flexible in the rotation of shift and location and the other tasks that the management will require. Achieve Cash Target - as set by the service points supervisor

YOUR PROFILE: Sound educational background with knowledge of the Service Industry - an added advantage Working knowledge of Microsoft Word, Excel and Power Point. Good oral and written communication skills - English & Arabic preferable Self-motivated individual capable of taking ownership and working independently Tolerance for stress in a fast-paced working environment. Excellent planning and organizing skills Passion for delighting customers Good team player Adheres to policies and procedures Possesses good relationship building and interpersonal skills

OUR OFFER: Strong career support in an international environment. Great culture and colleagues. Multifarious benefit programm.

Do you see a personal challenge in these versatile and responsible tasks? Then apply now!

We look forward to receiving your application!