Service Point Advisor

Job Purpose

Support administration of Service Points programs and activities related to customer order processing, shipping, and returns in line with business plans and processes, Group guidelines and policies

Typical Business Titles

Service Point Advisor

Differentiator

• Individual contributor with the ability to work under moderate supervision Requires basic knowledge of job procedures and tools obtained through work experience and may require vocational or technical education
• Problems are typically of a routine nature, but may at times require interpretation or deviation from standard procedures

Key Tasks

• Under supervision, assist walk-in customers in service points for pick-up or hand-in of shipments
• Conduct activities related to sales, service and customer satisfaction
• Share information to service standard customer queries
• Provide product/ service related information to respond to customer inquiries
• Perform routine administrative tasks such as research, data processing and validation, and documentation
• Process data and generate standard reports as required
• Follow standard operating procedures and processes within service point

Stakeholders

Explain facts, practices, policies, etc. to others within the organization adhering to narrowly defined procedures, standards and guidelines

• Support and interact primarily with colleagues of own team
• Communicate information that requires some explanation or interpretation
• Address task-related issues appropriately to maintain work relationships

Management Responsibility

• Individual contributor without direct responsibility for leading others

Skills

Account Management, Adaptability, Business Processes, Change Management, Clear Communication, Complaints, Compliance, CRM, Customer Satisfaction, Data Entry, Databases, DHL Business Knowledge, Effective Listening, Empathy, Feedback, NPA, Operations Management, Patience, Payments, Persuasion, Positive Language, Sales Support, Self Control, Stakeholder Management, Time Management

Qualifications & Key Requirements

Education Level

Vocational/Specialized/Technical/Certification

Experience Level

less than 2 years