Sales Advisor - Abu Dhabi

Role overview

The Service Point Advisor serves as a front-line contact for customers, handling questions by phone and at the counter while ensuring shipments are collected and delivered in line with network standards. The role calls for a prompt, courteous, and solution-oriented approach for both internal and external customers. It also supports revenue growth by promoting DHL products and value-added services.

Key responsibilities

• Represent DHL professionally at all times and respond to customer needs in a friendly, respectful, and efficient way.
• Build and sustain strong working relationships with customers.
• Follow up on customer queries and route them to the correct DHL team when more detail is needed.
• Maintain efficient work practices that support teamwork, shuttle processes, and overall station performance.
• Deliver a consistently high standard of customer service, recognizing the need for quick action in an express logistics environment.
• Apply the customer service procedures in the manual to remain aligned with ISO requirements and safe work practices.
• Develop strong knowledge of DHL departments, network operations, products, and services so accurate guidance can be provided on pricing, transit times, customs delays, paperwork, packing, accounting, and sales-related questions.
• Identify repeated issues revealed through traces and pass them on so corrective action can be taken quickly.
• Accurately process counter shipments and enter all required data to produce correct airwaybills and ensure the most suitable service is offered.
• Actively promote and sell value-added offerings such as Insurance, Import Express, and TDD, and contribute to country revenue through Sales Lead programs.
• Recommend improvements to procedures, systems, and service delivery to help strengthen DHL’s overall customer experience.
• Work productively on your own and within the team to meet personal and departmental goals while fostering a positive team environment.
• Handle complaints effectively and take the necessary steps to resolve issues to the customer’s satisfaction with minimal escalation.
• Make sure all shipments are manifested by the end of each shift and that WPX shipment documents and invoices are imaged to speed up destination clearance under CIA.
• Track stock supplies and float cash, then submit a daily cash summary to accounts for reconciliation of cash received for delivered or accepted shipments.
• Support call center advisors outside business hours by tracking and tracing shipments in line with DHL network trace standards.

Requirements

• Strong verbal communication and interpersonal skills.
• Professional personal appearance, grooming, and hygiene.
• Good organizational ability with the skill to prioritize tasks.
• Ability to contribute effectively as part of a busy team.
• Proven performance in a fast-moving, time-critical, high-pressure setting.
• Sound judgement and initiative for resolving job-related issues.
• Good understanding of the DHL network.
• Strong problem-solving ability.
• Drive to complete tasks and meet objectives.
• Genuine commitment to delivering excellent customer service.
• First-time-right mindset.
• Educational background with knowledge of the service industry considered an advantage.
• Working knowledge of Microsoft Word, Excel, and PowerPoint.
• Good spoken and written English; Arabic is preferred.
• Self-motivated and able to work independently while taking ownership.
• Comfortable operating under stress in a fast-paced environment.
• Follows policies and procedures consistently.
• Strong relationship-building and interpersonal skills.
• Valid driving license preferred.

Additional information

This role is based in Abu Dhabi and is a full-time, on-site position. No salary, benefits, or vacancy count were specified in the source.