Job Description

Seeking a dynamic point-of-sales agent focused on boosting shipment and revenue growth for DHL. Responsibilities include processing payments, promoting additional services, and maximizing sales opportunities. You'll ensure precise financial transactions, manage shipments, and oversee delivery, including passport processing. Strong interpersonal and communication skills are crucial for engaging customers and recommending services. Your persuasive abilities will be key in upselling and cross-selling to contribute to revenue growth. Adherence to procedures is vital for accurate order processing, aligning efforts with business strategy and customer satisfaction goals. Your role will significantly impact the success of the sales team and the organization by fostering positive customer relationships and delivering exceptional service.

Key Tasks

• Accepts and register payments for all DHL services.
• Accepts outbound shipment from customers.
• Processes and adjusts billing and service complaints made by customers.
• Offers alternatives to customers and potentially turn information calls or walk in into sales leads or identify other additional value-added services to customers when opportunities arise during an interaction.
• Responds to customers consistently and confidently by providing accurate information in all areas such as customs requirements, transit time and prices.
• Assists with the processing and assigning each passport with a legitimate AWB.
• Performs daily cash reconciliation.
• Follows guides, rules and procedures when delivering passports/packages to customers.
• Ensures that each passport that is delivered to location from embassy is accurately accounted for.
• Performs miscellaneous job-related duties as assigned and required.
• Respond to customer queries and advise them on the characteristics, advantages and benefits of DHL, offering personalized solutions according to their needs.
• Create a great customer experience, greeting customers daily, assessing their needs, offer the right solutions, and advise on the documentation requirements at the destination country, transit times and the correct product.
• Execute transactions related to receiving, checking and sending documents and packages.
• Receive and deliver shipments following established procedures and safety standards. Do inspection of each shipment.
• Recognize business opportunities for the sale of additional value-added products and services (insurance, time-definite, among others).
• Promote the initiatives designed by the Company for the growth of the channel.
• Know and understand the area in a 3 km radius from the POS, identify potential businesses that can accelerate revenue for the POS.
• Upsell based on customer needs (Insurance, Express Easy, Guaranteed Services)
• Know and daily objectives and understand KPIs, give daily follow-up and share ideas to accelerate sales.
• Collect and record payments according to established company procedures.
• Report progress and incidents to the immediate Supervisor.
• Identify and propose ideas to stimulate traffic at the POS.
• Responsible for the correct use of assigned supplies: equipment, systems, resources, uniform, etc.
• Controls aspects of security, order and cleanliness of SVP, reporting any irregularities found.
• Develop and promote DHL's corporate values.
• Comply with the provisions of the programs, manuals, procedures and instructions that apply, within the SST

Skills and Qualifications

• Professional etiquette
• Written and verbal communication skills
• Computer literacy skills
• 2 years of experience in customer service
• Security clearance from Bermuda Police Service and Bermuda Customs
• Upselling/cross selling
• Retail counter management/experience