Service Point Advisor – Leave Cover (Kisumu & Nakuru)

About the role

The Service Point Advisor provides DHL Express products and services to walk‑in customers at designated service points in Kisumu and Nakuru. The role focuses on delivering high‑quality customer service, promoting value‑added services and meeting daily sales and shipment targets while acting as a brand ambassador.

Key responsibilities

• Offer DHL Express product range and value‑added services (VAS, e‑commerce, TDI) to walk‑in and telesales customers.
• Achieve daily KPIs for shipments, revenue, upselling (TDX, SII, IB) and cash import express.
• Maintain accurate shipment data capture, correct coding and timely entry into DHL systems.
• Handle cash collections, ensure same‑day remittance and complete cash reconciliation.
• Address customer queries on pricing, customs, products and resolve complaints professionally.
• Liaise with internal departments (Operations, Finance, Commercial) to improve service quality and billing accuracy.
• Identify and exploit sales opportunities with existing and new customers.

Required profile

• Customer‑focused with strong communication skills.
• Ability to meet sales targets and handle cash responsibly.
• Problem‑solving mindset and composure when dealing with complaints.
• Team player who can coordinate with multiple internal stakeholders.

Required skills