Service Point Advisor

About the Role

Join DHL Express Rwanda as a Service Point Advisor and become the friendly face facilitating excellent service at our service points. This position supports daily service point operations by managing shipments, transactions, and customer interactions to uphold DHL's reputation for speed, quality, and customer satisfaction.

Key Responsibilities

• Greet and assist customers visiting the service point with shipment drop-offs and pick-ups.
• Provide accurate information concerning company products, services, pricing, and delivery choices.
• Address customer inquiries and swiftly resolve everyday service challenges to maintain a positive experience.
• Contribute to customer loyalty by ensuring satisfaction at each interaction.
• Identify and promote relevant company offerings to encourage upselling when beneficial.
• Support sales initiatives conducted at the service point level.
• Handle cash and payment processing accurately, issuing receipts and proper documentation.
• Enter and manage shipment data reliably within company systems such as CRM or shipment tracking platforms.
• Carry out routine administrative and reporting tasks, including documentation validation.
• Keep detailed records of all transactions, shipments, and customer contacts.
• Generate and submit regular standard performance reports as required.
• Comply strictly with all internal policies, operational procedures, service standards, and safety protocols.
• Maintain cleanliness and orderly arrangement of the service point environment.

Candidate Profile

• A minimum of two years demonstrating customer service excellence and empathy.
• Effective verbal and written communication skills.
• Strong attention to detail, especially in data entry and processing.
• Efficient time management and organizational capabilities.
• Problem-solving aptitude and adaptability in dynamic situations.
• Basic proficiency in sales and persuasive communication techniques.
• A Bachelor’s degree from a recognized university.

Why Join DHL?

• Opportunity to be part of the world's most international logistics company.
• Investment in your professional development and career growth.
• A work culture rooted in diversity, inclusion, and innovation.
• Competitive remuneration, ongoing training, and an employee-focused workplace.