Service Point Advisor

About the role

The Service Point Advisor is responsible for offering DHL Express products and services to walk‑in customers at a designated service point in Kenya. The role focuses on delivering high‑quality customer service, driving sales of value‑added services and ensuring accurate shipment processing.

Key responsibilities

• Promote and sell DHL Express range of products, including VAS, e‑commerce and TDI services, to walk‑in and telesales customers.
• Achieve daily shipment and revenue targets in line with the Annual Operating Plan.
• Maintain high standards of personal and office appearance to represent the DHL brand positively.
• Handle customer inquiries on pricing, customs requirements, products and services, and resolve complaints professionally.
• Accurately capture shipment data, code shipments correctly and ensure timely cash collection and reconciliation.
• Liaise with internal departments such as Operations, Finance and Commercial to address service and billing issues.
• Identify opportunities to upsell additional services (TDX, SII, IB) and meet set targets.
• Provide feedback on process improvements and suggest solutions to enhance customer experience.

Required profile

• Strong customer‑focused attitude with the ability to build lasting relationships.
• Good communication skills in English and ability to handle objections calmly.
• Attention to detail for accurate data entry and cash handling.
• Ability to work in a fast‑paced retail environment and meet performance targets.
• Team player who can collaborate with various internal stakeholders.

Required skills