Job Purpose:The jobholder is directly responsible for the performance of his/her team and carries out the daily monitoring of the Advisors work output, thereby maintaining a consistently high level of service. The Team Leader is also responsible in helping to achieve revenue targets through effectively promoting and selling DHL’s products and value-added services & Coaching.

Accountabilities & Key activities:

Customer:

• Act as an ambassador for DHL at all times, and attend to customer needs in a professional, friendly, and courteous manner.
• Ensure that a high level of professional rapport is developed and maintained with all customers.
• Follow up on all customer enquiries and direct customer to the correct DHL department where further information is required.
• Maintain proactive work processes to ensure teamwork, shuttle procedures and overall base performance is achieved.
• Provide a high level of customer service and professionalism taking into account the consideration that all DHL walk in customers have an express requirement and are looking for instant and immediate action.

Internal:

Follow the procedures for Service Points as outlined in the manual to comply with the ISO procedures and safe working practices.

• Maintain a thorough knowledge of all departments, DHL network, products, and services so that the team are provided with accurate information on pricing, transit times, clearance delays, custom paperwork requirements, packing, accounting and sales queries.

Process:

• Highlight opportunities and suggest solutions to improve DHL’s procedures, technology and service so that DHL can provide continuously universally high level of service to all customers.
• Work effectively both individually and as part of a team to achieve both individual and department goals and objectives and strive consistently to promote a positive team spirit.
• Deal competently with customer complaints and take all possible actions to resolve the issue to their fullest satisfaction with minimal intervention of the manager.
• Ensure that the team completes accurate daily manifesting & that CIA is done as per standard to ensure accurate and timely data to the network.
• Check regularly that all Service Points are maintained up to the required standards, ensuring that all filing, brochures, price lists etc. are up to date.
• Liaise with relevant department heads, when necessary to ensure that all issues are resolved promptly with minimal disruption to service.
• Deputize effectively for the Service Points Manager as required and ensure the smooth functioning and that all performance indicators are met.
• Ensure that a proper record of the supplies and also the float money are maintained at all Service Points and also that these are submitted to accounts with a cash summary of the total cash sales at the end of each day.
• Prepare monthly / holiday rosters to ensure maximum productivity & coverage from all DHL Service Points.

People Management:

• Ensure that all Advisors follow the process pertaining to all shipments accepted at the Service Points accurately and enter relevant data so as to ensure perfect airway bills thus offering DHL’s most suitable service to the customer
• Train Advisors & develop incentives to promote and sell DHL’s value-added services such as Insurance, Import Express and TDD and encourage active participation Sales Lead program to contribute to the country revenue.
• Keep the team motivated and focused in the right direction at all times by identifying coaching & training needs through check rides & monitoring achievement of individual / team targets
• Monthly Coaching and Follow up sessions: Perform Coaching and follow up sessions with all members of the team to monitor development of skills and to identify further areas for training and development. Ensure there is a monthly action planned defined for each SP Advisor based areas identified in Skills Gap checklist.

Overall Goals & Typical Measures:

Internal:

• Incorporate process to evaluate knowledge from team (audit / spot checks / tests / quiz etc)

Process:

• Deliver YOY growth and ensure all service points are contributing towards EBIT & channel growth
• Achieve Revenue targets within the team and channel responsible for, whilst ensuring each individual service points contribute towards overall target.

People Management:

• Positive attitude and team spirited.

Key capabilities:

Problem Solving:

• The jobholder must take ownership of all training needs of the Advisors, inquiries and queries and provide alternatives and solutions closing it out at their end

Customer Orientation:

• Is focused on identifying and meeting customer needs. Acts to establish a long term business partnership with internal and external customers.

Planning and Organizing:

• The jobholder must be highly organized in keeping records of check rides, appraisals and coaching needs.
• The job holder must plan a course of action to ensure that set targets and goals are achieved consistently

Decision Making:

• Is proactive and takes responsibility for own actions and decisions within the scope and boundaries of the role. Knows where to locate relevant information and checks facts and data.

Results Orientation:

• Continually seeks to accomplish critical tasks with measurable results. Overcomes obstacles and makes adjustments to achieve results. Focuses self and others to achieve targets aligned with business goals.

Teamwork:

• Works cooperatively with others to achieve target and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports group decisions.

Accountability:

• Acts responsibly. Can be counted on to keep commitments. Complies with DHL expectations, policies and procedures. Builds others' trust in own professionalism, integrity, expertise and ability to achieve results.

Communication Skills:

• Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style to the needs of others. Listens attentively and asks questions when needed to clarify information.

Self Management:

• Remains calm, objective and controlled in responding to urgent or demanding situations. Maintains effective performance under pressure. Stays positive.

Attention to Detail:

• Is thorough and complete in performing all aspects of the job. Stays focused on the details of the job, no matter how small. Checks and monitors work to ensure accuracy.

Essential Experience:

• Excellent verbal communication skills and interpersonal style
• Excellent personal presentation, grooming and hygiene
• Good clear command of the English language
• Excellent organizational skills, including ability to prioritize workload
• Ability to effectively contribute as a team member as part of a busy team
• Proven ability to work under pressure in a fast paced, time sensitive environment
• Demonstrated ability to use initiative/judgement to solve job related issues
• Good understanding of DHL Network
• Strong problem solving capability
• Desire to get the job done
• Passion to provide excellent Customer Service
• Right first time philosophy
• Sounds educational background with knowledge of the Service Industry an added advantage.
• Good understanding of basic service theory and supervisory management.
• Must have excellent PC skills and working knowledge of MS office packages and proficiency in Excel.
• Previous Coaching experience preferred.
• Should be self-motivated with high energy levels
• Must be able to work under pressure and time deadlines.
• Good communication skill
• Passion for delighting customer
• Good problem solving skills
• Good planning and organizing skills
• Ability to build, lead, coach and motivate a team.
• Team player
• Committed to delivering quality results and exceeding expectations.

OUR OFFER:

• Strong career support in an international environment.

• Great culture and colleagues.

• Multifarious benefit programm.

Do you see a personal challenge in these versatile and responsible tasks? Then apply now!