Service Point Advisor (Floater)

About the role

The Service Point Advisor is responsible for answering customer inquiries both over the phone and at the counter, ensuring that collections and deliveries of shipments are processed according to network standards. The role also supports revenue targets by promoting and selling DHL’s products and value‑added services.

Key responsibilities

• Act as a professional ambassador for DHL, attending to customer needs courteously.
• Process all shipments accepted at the counter accurately and generate correct airway bills.
• Promote and sell value‑added services such as Insurance, Import Express and TDD, contributing to revenue.
• Handle customer complaints competently and resolve issues to full satisfaction.
• Ensure all shipments are manifested by the end of each shift and related documents are imaged for quick clearance.
• Capture customer details and requirements accurately in the relevant systems.
• Work flexibly across various shifts, including night shifts, and be willing to operate from different locations.

Required profile

• Bachelor’s degree or equivalent.
• Previous experience in a Customer Contact Centre or telesales environment.
• Customer‑centric mindset with excellent communication and interpersonal skills.
• Ability to work under pressure and in a fast‑paced environment.
• Fluent in English and Arabic.