Service Point Advisor (Leave Cover) – Kisumu

About the role

The Service Point Advisor will provide front‑line support at DHL's Kisumu service point, covering staff leave periods. This temporary role ensures uninterrupted customer service and smooth operations during the absence of regular staff.

Key responsibilities

• Handle inbound customer inquiries via phone and in‑person, delivering accurate information on shipments and services.
• Process shipments, documentation, and payments according to DHL standards.
• Maintain the service point’s appearance, inventory, and equipment readiness.
• Resolve conflicts and complaints promptly, escalating when necessary.
• Support the regular team by covering scheduled leave periods and assisting with peak‑time workloads.

Required profile

• Excellent telephone etiquette and clear communication abilities.
• Strong customer‑relationship experience, preferably in retail or sales environments.
• Ability to work under pressure, stay mentally alert, and make assertive decisions.
• Geographical knowledge of the Kisumu area to guide customers effectively.

Required skills

• Typing speed of at least 50 words per minute.
• Conflict resolution and negotiation capabilities.
• Interpersonal and teamwork skills.