Retail Agent

Category; Oman; On-site; OMR 3,300 - 4,700; Full time

Job summary

DHL Express Oman is seeking a Retail Agent to deliver friendly, accurate service at our Oman locations, handling cash and shipment processing efficiently.

You will learn DHL products, assist with documentation, respond to customer inquiries, and promote value-added services while supporting revenue goals in a fast-paced logistics environment.

Qualifications

• Strong knowledge of customer service practices and standards.
• Basic understanding of logistics/express delivery operations and documentation.

Responsibilities

• Handle customer inquiries, complaints, and escalations professionally.
• Process shipments and documentation with high accuracy.
• Promote and sell value-added services (e.g., insurance, express solutions).
• Contribute to revenue targets through proactive sales opportunities.

Skills

Customer service

Cash handling

Communication

Interpersonal skills

Data entry

Time management

Problem solving

Teamwork

Sales mindset

Lead generation

Education

Grade 10 schooling

Tools

MS Office

Internal systems

Job description

Join the Most International Company in the World – DHL Express Oman

DHL Express Oman is proud to be certified as a best workplace in Sultanate of Oman and ranked No.2 by global institute Great Place To Work® (GPTW). Here, you will be part of a team of over 200 passionate professionals dedicated to Connecting People and Changing Lives through express delivery for some of the world’s most loved and widely recognized brands across the globe.

Your Future. Delivered.

Job Requirements – Retail Agent

• This role is open exclusively to Omani nationals, in line with Omanization requirements
• A minimum of grade 10 schooling or equivalent
• 1–3 years of experience in a customer service, retail, or logistics environment (preferably in the express/logistics industry)
• Experience handling cash transactions and shipment processing is an advantage

Technical & Functional Skills

• Strong knowledge of customer service practices and standards
• Basic understanding of logistics/express delivery operations and documentation (e.g., airway bills, customs paperwork)
• Ability to quickly learn DHL products, services, pricing, and network operations
• Proficiency in MS Office (Word, Excel) and ability to work with internal systems
• Accurate data entry skills with high attention to detail
• Excellent communication and interpersonal skills (verbal & written)
• Ability to handle customer inquiries, complaints, and escalations professionally
• Strong problem-solving ability with a proactive approach
• Capability to deliver fast, efficient service in a time-sensitive environment
• Ability to promote and sell value-added services (e.g., insurance, express solutions)
• Commercial mindset with a focus on achieving revenue targets
• Confidence in identifying sales opportunities and generating leads

Operational & Process Skills

• Strong organizational and multitasking skills
• Ability to follow SOPs, ISO standards, and safety procedures
• High accuracy in shipment processing, documentation, and cash handling
• Ability to manage daily reconciliations and reporting
• Professional, friendly, and customer-centric attitude
• Strong teamwork and collaboration skills
• Ability to work independently with minimal supervision
• High level of accountability and reliability
• Adaptability to a fast-paced, dynamic environment

Additional Requirements

• Willingness to work flexible shifts (including weekends if required)
• Ability to represent DHL as a brand ambassador at all times
• Fluency in English; Arabic language skills are highly desirable