Service Point Advisor Team Leader

2 weeks ago

Cairo, Cairo, Egypt DHL Full time

YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS.
Would you like to become part of the world's most international company in the world?


A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide.

DHL Express Egypt is the recognized market leader in Express logistics and an Employer of Choice - with a 2020 global ranking at #2

Do you want to make a difference? Then come to our "Insanely Customer Centric" Team and become a Certified International Specialist

Overall Role Purpose


The jobholder is directly responsible for the performance of his/her team and carries out the daily monitoring of the Advisors work output, thereby maintaining a consistently high level of service.

The Team Leader is also responsible in helping to achieve revenue targets through effectively promoting and selling DHL's products and value-added services & coaching.


Key Activities

  • 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 walk in customers have an express requirement and are looking for instant and immediate action
  • Follow the procedures for Service Points 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 the team are provided with accurate information on pricing, transit times, clearance delays, custom paperwork requirements, packing, accounting and sales queries
  • 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 mínimal intervention of the manager
  • Ensure that the team completes accurate daily manifesting & that CIA is done as per standard to ensure accurate and timely data to the network
  • Check regularly that all Service Points are maintained up to the required standards, ensuring that all filing, brochures, price lists etc are up to date
  • Liaise with relevant department heads, when necessary to ensure that all issues are resolved promptly with mínimal disruption to service
  • Deputise effectively for the Service Points Manager as required and ensure the smooth functioning and that all performance indicators are met
  • Ensure that a proper record of the supplies and also the float money are maintained at all Service Points and also that these are submitted to accounts with a cash summary of the total cash sales at the end of each day
  • Prepare monthly / holiday rosters to ensure maximum productivity & coverage from all DHL Service Points

People Management

  • Ensure that all Advisors follow the process pertaining to all shipments accepted at the Service Points accurately and enter relevant data so as to ensure perfect airway bills thus offering DHL's most suitable service to the customer
  • Train Advisors & develop incentives to promote and sell DHL's valueadded services such as Insurance, Import Express and TDD and encourage active participation Sales Lead programme to contribute to the country revenue
  • Keep the team motivated and focussed in the right direction at all times by identifying coaching & training needs through check rides & monitoring achievement of individual / team targets
  • Monthly Coaching and Follow up sessions: Perform Coaching and follow up sessions with all members of the team to monitor development of skills and to identify further areas for training and development. Ensure there is a monthly action planned defined for each SP Advisor based areas identified in Skills Gap checklist.

Key Capabilities

Problem Solving

  • The jobholder must take ownership of all training needs of the Advisors, inquiries and queries and provide alternatives and solutions closing it out at their end

Customer Orientation

  • Is focussed 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 organised in keeping records of cash, daily follow ups and pl

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