Service Point Advisor Team Leader

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

Join our team and discover how an international network that's focused on service, quality and sustainability, is able to connect people and improve lives through the power of global trade. And not just for our customers, but for every member of our team too. To learn more about our culture, motivated people and our purpose, please
Do you want to make a difference? Then come to our 'Insanely Customer Centric' Team and become a Certified International SpecialistOverall Role PurposeThe 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 mannerEnsure that a high level of professional rapport is developed and maintained with all customersFollow up on all customer enquiries and direct customer to the correct DHL department where further information is requiredMaintain proactive work processes to ensure teamwork, shuttle procedures and overall base performance is achievedProvide 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 practicesMaintain 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 queriesHighlight 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 spiritDeal competently with customer complaints and take all possible actions to resolve the issue to their fullest satisfaction with minimal intervention of the managerEnsure that the team completes accurate daily manifesting & that CIA is done as per standard to ensure accurate and timely data to the networkCheck regularly that all Service Points are maintained up to the required standards, ensuring that all filing, brochures, price lists etc are up to dateLiaise with relevant department heads, when necessary to ensure that all issues are resolved promptly with minimal disruption to serviceDeputise effectively for the Service Points Manager as required and ensure the smooth functioning and that all performance indicators are metEnsure 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 dayPrepare 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 customerTrain Advisors & develop incentives to promote and sell DHL's value-added services such as Insurance, Import Express and TDD and encourage active participation Sales Lead programme to contribute to the country revenueKeep 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 targetsMonthly 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 endCustomer OrientationIs focussed on identifying and meeting customer needs. Acts to establish a long term business partnership with internal and external customers.Planning and OrganizingThe job holder must be highly organised in keeping records of cash, daily follow – ups and plan a course of action to ensure that set targets and goals are achieved consistently.Decision MakingIs proactive and takes responsibility for own actions and decisions within the scope and boundaries of the role. Knows where to locate relevant information and checks facts and data.Results OrientationContinually 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.TeamworkWorks 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.AccountabilityActs 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 SkillsProvides 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 ManagementRemains calm, objective and controlled in responding to urgent or demanding situations. Maintains effective performance under pressure. Stays positive.Attention to DetailIs thorough and complete in performing all aspects of the job. Stays focussed on the details of the job, no matter how small. Checks and monitors work to ensure accuracy.Experience:Minimum of 3 years experience in a commercial environmentExcellent verbal communication skills and interpersonal styleExcellent personal presentation, grooming and hygieneGood clear command of the English languageExcellent organisational skills, including ability to prioritise workloadAbility to effectively contribute as a team member as part of a busy teamProven ability to work under pressure in a fast paced, time sensitive environmentDemonstrated ability to use initiative/judgement to solve job related issuesGood understanding of DHL NetworkStrong problem solving capabilityDesire to get the job donePassion to provide excellent Customer ServiceRight first time philosophySounds educational background with knowledge of the Service Industry an added advantage.Good understanding of basic service theory and supervisory management.Must have excellent PC skills and working knowledge of MS office packages and proficiency in Excel.Previous Coaching experience preferred.Should be self-motivated with high energy levelsMust be able to work under pressure and time deadlines.Good communication skillPassion for delighting customersGood problem solving skillsGood planning and organising skillsAbility to build, lead, coach and motivate a team.Team playerCommitted to delivering quality results and exceeding expectations.OUR OFFER:Strong career support in an international environment.Great culture and colleagues.Multifarious benefit programm.Do you see a personal challenge in these versatile and responsible tasks? Then apply now

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