Job Description

Job Purpose

Support administration of Service Points programs and activities related to customer order processing, shipping, and returns in line with business plans and processes, Group guidelines and policies.

Key Responsibilities

• Under supervision, assist walk-in customers in service points for pick-up or hand-in of shipments
• Conduct activities related to sales, service and customer satisfaction
• Share information to service standard customer queries
• Provide product/ service related information to respond to customer inquiries
• Perform routine administrative tasks such as research, data processing and validation, and documentation
• Process data and generate standard reports as required
• Follow standard operating procedures and processes within service point
• Explain facts, practices, policies, etc. to others within the organization adhering to narrowly defined procedures, standards and guidelines
• Support and interact primarily with colleagues of own team
• Communicate information that requires some explanation or interpretation
• Address task-related issues appropriately to maintain work relationships

Essential

• 2 years’ experience in a Service Point /Customer Contact Centre or Telesales environment in a service industry (preferable).
• Experience within a customer relations environment.
• Computing: Experience in Excel (proven), Email, Outlook and Word.
• Provide highly professional customer service - bearing in mind that DHL customers have their own requirements and expect immediate action
• Demonstrated high level of accuracy and attention to detail.
• Ability to communicate fluently in Portuguese and English (spoken, read and written);
• Proactivity, Agility and Attention to details.
• Demonstrated ability to meet deadlines and targets.
• Excellent organizational skills, including the 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.
• Proven ability to follow clear directions, policies and procedures.
• Demonstrated ability to use initiative/judgement to solve job related issues.
• Must be able to work flexibly in terms of swapping certain public holidays and adjusting hours due to daylight savings.