Customer Service & Solutions Advisor – Service Point

DHL; Abu Dhabi; On-site; Confidential; Full time

Job summary

DHL Express in Abu Dhabi seeks a Service Point Advisor to handle customer inquiries over the phone and at the counter, ensuring shipments are processed per standards and contributing to revenue through upselling and value-added services. The role requires strong communication, negotiation, and teamwork within a fast-paced environment.

You will be expected to maintain excellent customer service, adhere to ISO procedures, and stay informed about DHL products and pricing to provide accurate

Qualifications

• Excellent verbal communication and interpersonal skills.
• Strong organisational and prioritisation abilities.
• Ability to work under pressure in a fast-paced environment.
• Willingness to work in shifts including evenings, weekends and holidays.
• Good written and spoken English.

Responsibilities

• Act as an ambassador for DHL and attend to customer needs in a professional, friendly and courteous manner.
• Develop and maintain professional rapport with customers.
• Follow up on customer inquiries and direct customers to the correct DHL department.
• Maintain proactive processes to ensure teamwork and base performance is achieved.
• Provide a high level of customer service and professionalism for express requirements.
• Follow customer service procedures and ISO standards.
• Maintain knowledge of DHL departments, products and services for accurate information.
• Highlight recurring problems and initiate corrective actions.
• Process shipments at counter and enter data for airway bills.
• Promote DHL value-added services and participate in Sales Lead programme.
• Suggest improvements to procedures and technology for better service.
• Work both independently and as part of a team to achieve goals.
• Handle customer complaints effectively to ensure satisfaction.
• Ensure shipments are manifested and documents imaged for clearance.
• Maintain records of supplies and cash; submit daily cash summaries.

Skills

Verbal communication

Personal presentation

Organisational skills

Team player

Under pressure

Initiative

DHL network knowledge

Problem solving

Shift work

Customer service

Right first time

Educational background

MS Office

English proficiency

Independent worker

Adaptability

Policy adherence

Relationship building

Education

Background in service industry

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Job description

DHL Express in Abu Dhabi seeks a Service Point Advisor to handle customer inquiries over the phone and at the counter, ensuring shipments are processed per standards and contributing to revenue through upselling and value-added services. The role requires strong communication, negotiation, and teamwork within a fast-paced environment.

You will be expected to maintain excellent customer service, adhere to ISO procedures, and stay informed about DHL products and pricing to provide accurate