At DHL, we are more than just a logistics company. We are a global connector of people, goods, and opportunities. With over 45 years of pioneering in cross-border shipping and operations in more countries than any other logistics provider, DHL Express has earned its place as the world’s most international company. As we continue to expand our global reach and redefine industry benchmarks, we are calling on passionate, customer-focused, and goal-driven professionals to join us in our mission.
We are currently hiring a Service Point Advisor based in Nairobi, Kenya, to contribute to the success of DHL Express Worldwide Kenya Limited. This is a full-time, permanent role within the Sales and Business Development category. If you’re enthusiastic about customer engagement, business growth, and playing a crucial role in shaping exceptional service experiences, then this opportunity is designed for you.
Role Context
The Service Point Advisor will serve as a key frontline representative for DHL, offering our products and services directly to walk-in customers at a designated service point. Your primary mission will be to enhance the customer experience through continuous provision of high-quality service, ultimately encouraging repeat business and reinforcing DHL’s brand reputation.
You will serve as a brand ambassador, not just by meeting performance targets but also by exemplifying the professionalism and dedication that defines DHL.
Detailed Job Description
1. Commercial Department Responsibilities
As a Service Point Advisor, you will contribute to the commercial success of DHL through the following duties:
- Deliver tangible results by fully understanding and implementing DHL’s commercial priorities.
- Promote and identify business opportunities for DHL’s Value Added Services (VAS), e-commerce solutions, and Time Definite International (TDI) products.
- Encourage profitability by targeting both existing and new customers through upselling and cross-selling of DHL offerings.
2. Customer-Facing Duties
A significant aspect of this role revolves around direct customer engagement. You will be expected to:
- Provide consistent, high-quality, customer-oriented service that meets and exceeds expectations.
- Actively sell the entire range of DHL products and services to both walk-in and telesales customers.
- Maintain an immaculate personal appearance and professional demeanor, contributing to a positive representation of the DHL brand.
- Tailor customer service to the unique needs of each client, while adhering to internal policies and standards.
- Provide clear and accurate information on pricing, customs procedures, and other DHL services and offerings.
- Handle and resolve customer inquiries and concerns with confidence, knowledge, and composure.
3. Interdepartmental Collaboration
To ensure service excellence, the Service Point Advisor will collaborate with several internal departments:
- Coordinate with the Operations team to address service-related issues.
- Work closely with the Finance department to resolve billing-related concerns.
- Provide timely feedback and reporting on service performance to relevant supervisors.
- Report on customer behavior, including identifying down-traders or lapsed clients, to help reduce churn and optimize business performance.
4. Sales & Revenue Collection Duties
The role involves direct sales and handling of financial transactions. As part of your daily responsibilities, you will:
- Engage customers through scheduled calls and face-to-face visits to increase sales and drive loyalty.
- Ensure accurate and safe handling of all sales proceeds, with same-day remittance and reconciliation.
- Use the available tools to complete cash reconciliation and provide appropriate receipts to the Receiving Cashier.
- Maintain accuracy in shipment data capture (Full Shipment Data Capture – FSDC), including proper coding and system entry to facilitate prompt and accurate deliveries.
5. Complaint Handling and Customer Loyalty
The ability to manage challenging customer interactions with professionalism is a key requirement:
- Confidently handle complaints and objections, aiming to provide resolutions that meet the customer’s satisfaction without over-promising.
- Aim to improve customer loyalty by consistently delivering solutions and demonstrating care for the customer’s concerns.
6. Operational Accuracy and Compliance
You will ensure seamless operations and compliance by:
- Entering shipment data and details with precision to avoid delays and errors in delivery.
- Maintaining accuracy in coding shipments and ensuring the timely use of DHL systems and tools.
- Performing daily reconciliations and adhering to internal operational guidelines.
7. Continuous Improvement & Marketing Support
In alignment with DHL’s strategic goals, you will also:
- Identify and suggest areas for process improvements, service upgrades, or technological enhancements to enhance customer experience and operational performance.
- Support marketing efforts by actively promoting campaigns and seasonal offerings to walk-in and existing customers.
8. Reporting and Oversight
While the Service Point Advisor does not have direct reports or personnel authority, the role includes critical feedback responsibilities:
- Promptly report service issues, customer feedback, or market intelligence to the supervisor.
- Collaborate with relevant departments to implement solutions or escalate matters as needed.
- Provide insights on potential service enhancements or customer trends for strategic analysis.
Minimum Requirements
Candidates interested in the Service Point Advisor role must meet the following educational and experiential criteria:
- A university degree or higher diploma from a recognized institution.
- At least one year of post-qualification work experience, preferably in a customer service or retail-related environment.
- Proficiency in typing (50 wpm is preferred) and competent telephone handling skills.
- Strong conflict resolution, negotiation, and interpersonal communication abilities.
- Prior experience in retail points of sale, sales, or front-line customer service roles.
- Demonstrated mental alertness, assertiveness, and decision-making capabilities.
- Good geographical knowledge and understanding of logistics.
- Proven ability in planning, organization, results orientation, and teamwork.
- High level of self-management and accountability.
Competency Framework
The following competencies are vital for success in this role:
- Analytical thinking and decision-making skills
- High level of personal accountability and integrity
- Effective communication (both written and verbal)
- Resilience and the ability to manage stress and objections
- Commitment to delivering a high standard of customer satisfaction
- Ability to work independently and as part of a dynamic team
Why Join DHL?
Working at DHL offers more than just a job – it’s a gateway to a globally impactful career. Here’s what you can expect when you join our team:
- Exposure to international standards and a global logistics network
- A supportive, inclusive, and high-performance culture
- Opportunities for learning, development, and internal progression
- A chance to play a part in connecting lives and improving global trade and communities
At DHL, we take pride in being an employer of choice. We invest in our people and offer a dynamic, fast-paced environment that values initiative, innovation, and integrity. If you’re looking for a role that brings purpose, progression, and the chance to make a difference, then this opportunity is tailor-made for you.
Application Instructions
We are looking forward to receiving your application via email. If you meet the qualifications and are excited about taking the next step in your career journey with DHL Express Kenya, please submit your application as per the instructions provided in the official job listing.
Kindly ensure your resume is updated and includes accurate contact information. Only shortlisted candidates will be contacted for the next stage of the recruitment process.
Take this opportunity to become a part of a company that truly connects the world. We look forward to welcoming the newest member of our Nairobi team.
