Service Point Advisor

Role overview

The Service Point Advisor role within DHL Express sits in the Commercial - Retail business unit and reports to the Retail Manager. The position is based in SSA - KE and is focused on serving walk-in customers at the designated service point.

The main purpose of the role is to present DHL Express products and services to customers, deliver consistently strong service quality, and create an experience that encourages repeat business. The advisor is also expected to represent the brand professionally at all times.

Key responsibilities

• Support commercial goals by understanding and carrying out the responsibilities of the role effectively.
• Spot opportunities among current and prospective customers and promote DHL value-added services, e-commerce offerings, and TDI products to improve profitability.
• Serve customers with a customer-first approach and ensure their needs are handled promptly and professionally.
• Promote DHL products and services to both walk-in customers and through telesales to help increase use of additional services.
• Maintain a polished personal presentation and a tidy office environment that reflects a strong corporate image.
• Deliver high-quality service by meeting each customer’s individual needs while following DHL policies and standards.
• Answer questions related to pricing, customs requirements, products, and services.
• Work with other departments and operations teams to resolve service quality concerns, and with finance teams to address billing-related issues.
• Reach out to customers according to the agreed schedule through calls and customer visits to grow sales from existing and new accounts and strengthen loyalty.
• Handle sales proceeds safely and accurately, ensure same-day remittance, complete cash reconciliation using the available tool, and submit receipts to the receiving cashier.
• Capture shipment details accurately, apply the correct coding for all accepted shipments, and enter the right information into the relevant systems to support timely transit and delivery.
• Manage customer complaints and objections confidently and calmly, taking appropriate steps to resolve issues without overpromising.
• Identify process, service, or technology improvements and share practical suggestions that can improve customer experience and business performance.
• Escalate customer service issues quickly and advise supervisors about customers at risk of leaving or already lapsing in order to reduce attrition and protect business opportunities.

Performance expectations

• Shipment per Day (TDI) growth must not fall below AOP.
• Revenue per Day (TDI) growth must not fall below AOP.
• Upselling performance for TDX, SII, and IB must meet or exceed the assigned target.
• Cash Import Express (RPA) growth must be maintained.
• SPA visit quality assessment should be at least 90% each month per advisor.

Skills and competencies

The role calls for strong customer handling ability, effective communication, telephone etiquette, negotiation, conflict resolution, and practical sales support experience. The advisor should also be comfortable working with numbers, using systems accurately, and maintaining a professional service mindset.

Experience and education

A minimum of one year of post-qualification experience is required, preferably in the service industry. Candidates should hold a university degree or higher diploma from a reputable institution.

Equal opportunity and fraud notice

DHL states that it is an equal opportunity employer and values diversity, inclusion, and fair consideration for all qualified applicants regardless of race, ethnicity, gender, gender identity, sexual orientation, age, disability, religion, or other protected characteristics.

The company also warns applicants to beware of fraudulent recruitment attempts by impersonators using fake email addresses, unofficial social media channels, or third-party websites. DHL does not charge any fees, request money or banking details, or ask for sensitive personal information such as passport or social security numbers during recruitment.

If suspicious activity is suspected, contact ke.claimscomplaints@dhl.com. CVs or resumes should not be sent to that address, as they will not be reviewed.