Service Point Advisor (Part-Time)

About the role

The Service Point Advisor provides front‑line support to DHL customers, handling inquiries by phone and at the counter. The role ensures shipments are collected and delivered according to network standards while promoting DHL’s products and value‑added services to meet revenue targets.

Key responsibilities

• Act as a DHL ambassador, attending to customer needs in a professional, friendly and courteous manner.
• Develop and maintain a high level of rapport with all internal and external customers.
• Follow up on enquiries and direct customers to the appropriate DHL department.
• Maintain proactive work processes to support team performance and shuttle procedures.
• Provide high‑quality customer service, adhering to ISO procedures and safe working practices.
• Maintain thorough knowledge of DHL departments, network, products, pricing, transit times, customs paperwork and sales queries.
• Highlight recurring problems and suggest corrective actions.
• Process shipments accepted at the counter accurately and generate correct airway bills.
• Promote and sell value‑added services such as Insurance, Import Express and TDD, and participate in the Sales Lead programme.
• Identify improvement opportunities for procedures, technology and service delivery.
• Work both independently and as part of a team to achieve individual and departmental goals.
• Handle customer complaints competently and resolve issues to full satisfaction.

Required profile

• Professional, friendly and courteous demeanor when interacting with customers.
• Strong communication skills and ability to develop rapport.
• Ability to work independently and collaboratively within a team.
• Attention to detail for accurate data entry and shipment processing.
• Proactive attitude toward problem‑solving and service improvement.

Required skills