Job description

Are you ready to take the next step in your career and be part of a truly international organization?

At DHL Express Kuwait, every operation plays a part in connecting people, businesses and communities. Behind every successful delivery is a team committed to quality, service excellence and creating the best possible experience for our customers.

We are looking for passionate leaders who are ready to inspire people, strengthen performance and continuously look for better ways to deliver. Here, you’ll have the opportunity to make an impact, grow with an international team and contribute to a business that connects the world every day.

OVERALL JOB PURPOSE:

The Counter Advisor is responsible for answering customer inquiries both over the phone and across the counter, ensure that collection and deliveries of shipments are processed as per network standards and provide a competent, courteous, efficient and proactive point of contact for customers both internal and external. The Advisor is also responsible in helping to achieve revenue targets through effectively promoting and selling DHL’s products and value-added services.

ACCOUNTABILITIES:

• Act as an ambassador for DHL at all times and attend to customer needs in a professional, friendly and courteous manner

• Ensure that a high level of professional rapport is developed and maintained with all customers

• Follow up on all customer enquiries and direct customer to the correct DHL department where further information is required

• Maintain proactive work processes to ensure teamwork, shuttle procedures and overall base performance is achieved

• Provide a high level of customer service and professionalism taking into account the consideration that all DHL customers have an express requirement and are looking for instant and immediate action

• Follow customer service procedures as outlined in the manual to comply with the ISO procedures and safe working practices

• Maintain a thorough knowledge of all departments, DHL network, products and services so that customers are provided accurate information on pricing, transit times, clearance delays, custom paperwork requirements, packing, accounting and sales queries with confidence at all times.

• Highlight any recurring problems that are manifested through traces and then direct the information accordingly so that corrective actions can be taken promptly.

• Process all shipments accepted at the counter accurately and enter relevant data so as to ensure perfect airwaybills thus offering DHL’s most suitable service to the customer

• Promote and sell DHL’s value-added services such as Insurance, Import Express and TDD and participate actively in the Sales Lead programme to contribute to the country revenue

• Highlight opportunities and suggest solutions to improve DHL’s procedures, technology and service so that DHL can provide continuously universally high level of service to all customers

• Work effectively both individually and as part of a team to achieve both individual and department goals and objectives and strive consistently to promote a positive team spirit

• Deal competently with customer complaints and take all possible actions to resolve the issue to their fullest satisfaction with minimal intervention of team leaders

• Ensure all shipments are manifested by end of each shift and also ensure all documents and invoices pertaining to WPX shipments are imaged for quicker clearance at destination- CIA

• Keep record of the supplies and also the float money and submit to accounts a cash summary of the total cash sales at the end of each day. The cash summary report needs to be reconciled for the cash collected for the shipments delivered (TCPC or IMPEX) or accepted at the counter

• Provide follow up for the call centre Advisors during off hours by tracking and tracing shipments in adherence to DHL’s network trace standards.

SKILLS/ QUALIFICATIONS:

The jobholder must take ownership of all customer inquiries and queries and provide alternatives and solutions closing it out at their end. Traces must be logged and followed up regularly to deliver optimum levels of service at all time. For escalations the jobholder must follow the network standards and consult with the team leader/Supervisor if unsure.

Customer Orientation

Is focused on identifying and meeting customer needs. Acts to establish a long term business partnership with internal and external customers.

Planning and Organizing

The job holder must be highly organized in keeping records of traces / special requests, cash, daily follow – ups and plan a course of action to ensure that set targets and goals are achieved consistently.

Decision Making

The jobholder will be responsible for arranging special pick-ups and deliveries where required with the ultimate objective being service excellence and customer satisfaction. They must communicate all delays and other service issues to the Team leader/ Supervisor and arrange for gifts (through “Fix a Flat” scheme) where necessary.

Results Orientation

Continually seeks to accomplish critical tasks with measurable results. Overcomes obstacles and makes adjustments to achieve results. Focuses self and others to achieve targets aligned with business goals.

Teamwork

Works cooperatively with others to achieve target and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports group decisions.

Accountability

Acts responsibly. Can be counted on to keep commitments. Complies with DHL expectations, policies and procedures. Builds others' trust in own professionalism, integrity, expertise and ability to achieve results.

Communication Skills

Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style to the needs of others. Listens attentively and asks questions when needed to clarify information.

Self Management

Remains calm, objective and controlled in responding to urgent or demanding situations. Maintains effective performance under pressure. Stays positive.

Attention to Detail

Is thorough and complete in performing all aspects of the job. Stays focused on the details of the job, no matter how small. Checks and monitors work to ensure accuracy.

EXPERIENCE:

Ready to make a difference? Join our team and help us deliver excellence, every step of the way.