Service point Advisor - Fez

Key activities

Overall goals / Typical measures

Customer

External

Customer

Maintain front-line and working relationship to provide good DHL corporate image and services to fulfil the customer’s demands

Customer satisfaction - CSI

Internal

Lead of data entry

Maintain Close working relationshipto achieve the service target

FSDC

Stakeholder

External

Third Party Agents

Cooperate with the agents to achieve the required service level and provide reliable service to the customers.

Customer satisfaction – CSI

Internal

Sales Team

Provide customer information and generate sales leads.

Customer Services Team

Closely cooperate with customer service to improvethe services to the customers and ensure timelyresponse to the customers’ demands in pick up and delivery.

Sales lead generations

Customer satisfaction – CSI

Process

Pick up and Delivery

Collect outbound shipments from walk-in customer with good corporate image.

Ensure security inspection on all shipment in accordance with regulatory process and label tag of SI.

Re-pack carefully if necessary and pass over to MPS timely.

Hand over inbound shipment to walk-in customer pre-arranged consignee collection in a well-managed manner.

Ensure all cash transactions resulting to cashier end of day from the collection of shipments.

Data checking and uploading

Cross check the shipment data and manifest ones and upload into HOST through on-line or manually

End of day / week / month reporting

Generate end of day / week / month report for operations and / or billing purpose to customer’s demands

Manual tracing of shipments within the quality standards set by DHL.

Bookings

Ensure that the communications with our customers remains professional.

Ensure that all SLS Departments is informed at all times of any special requests.

Inform the Front Line Senior Agent of problems and issues.

Contact / Deliver in a daily basis the Pending Consignee Collections Customers

Act as a Claim Catcher

Ensure performance targets as set are not met but exceeded.

FSDC, RFU, RDD,

Data Timeliness,

Checkpoint compliance

Zero defects in pick up and delivery

SAM Reports,

FSDC,

Data quality

People - Management

Incumbent has no direct reports and authority over country line and functional personnel. Nevertheless he / she must be able to demonstrate ability to influence decisions / actions through provision of value-added inputs into the organisation’s business processes

Informal influence to enable improvement and change within the organisation

Key capabilities

Skills

Strong Customer focus to meet performance and service targets

Strong Company focus to meet targets and goals

Ability to manage time, prioritise and organise tasks effectively

Ability to adapt to immediate change

Ability to work unsupervised and alone

Pleasant, out-going manner and well presented image