Service Point Advisor

Job Summary

DHL Express (Rwanda) Limited is hiring a full-time, permanent Service Point Advisor in Kigali, reporting to the Commercial Manager. Applicants must hold a Bachelor’s degree and have at least 2 years of customer service experience to manage shipment processing, payments, customer support, and counter sales.

Key Roles & Operational Responsibilities

1. Customer Relationship & Front-Counter Support

• Walk-In Assistance: Welcome and guide customers visiting the Service Point for shipment drop-offs, package collections, and returns.
• Service Guidance: Provide accurate details on DHL express products, international customs guidelines, transit times, pricing tiers, and packaging options.
• Issue Resolution: Handle walk-in customer inquiries efficiently, resolving routine service issues and escalating complex cases to maintain high customer satisfaction and retention.

2. Shipment Processing & Counter Sales

• Data Entry & CRM Systems: Accurately log shipment details, air waybills, and customer information into DHL's internal logistics systems and CRM software.
• Retail Upselling: Proactively promote additional DHL value-added services (such as shipment insurance, premium delivery timeframes, and eco-friendly options) to generate retail revenue.
• Transaction Management: Handle cash, credit card, and digital payment transactions, issuing accurate official receipts and maintaining daily register balances.

3. Compliance, Reporting & Station Maintenance

• Administrative Documentation: Maintain records of daily transactions, package counts, and customer interaction logs; generate end-of-day operational reports.
• SOP & Safety Adherence: Follow DHL standard operating procedures (SOPs), dangerous goods handling guidelines, security clearance protocols, and safety policies.
• Station Organization: Ensure the Service Point counter, lobby, and storage areas remain clean, organized, secure, and fully stocked with packaging supplies.

Foundational Capabilities & Prerequisites

Required Qualifications & Competencies

• Academic Background: Earned Bachelor’s degree from a recognized/reputable university.
• Professional Experience: Not less than two (2) years of direct experience in customer service, retail sales, hospitality, or front-desk operations.
• Core Competencies:
  • Communication: Clear, articulate verbal and written communication skills (English and local language proficiency).
  • Precision: High attention to detail and accuracy during fast-paced data entry and shipment validation.
  • Sales Orientation: Basic sales, persuasion, and upselling abilities.
  • Time Management & Adaptability: Ability to prioritize walk-in queues, multi-task, and resolve problems under operational pressure.

Why Join DHL Express Rwanda?

• Global Footprint: Work with the world's most international express logistics provider.
• Career Advancement: Benefit from structured training programs, continuous learning, and global career pathways.
• Inclusive Culture: Join an organization that values diversity, innovation, teamwork, and employee recognition.
• Total Rewards: Enjoy a competitive compensation package within a stable, permanent corporate structure.

Skills Required:

• Customer / Service / Secretarial