Company: DHL
Location: Kisumu
Job Type: Full Time
Apply Before: 2026-08-21
Job Description
Overall Role Purpose
:
Offer DHL Express product and services to all walk in customers at the designated service point. Continuous provision of great service quality to enhance customer experience that will encourage repeat businesses for profitability and present a successful brand ambassador for the organization at all times.
Core Responsibilities
Customer service delivery Provide high-quality, customer-oriented service to walk-in and telesales clients, ensuring satisfaction and loyalty.
Sales and promotion Promote DHL products and value-added services VAS, E-Commerce, TDI to drive revenue growth and repeat business.
Operational accuracy Ensure full shipment data capture, accurate coding, and proper entry into DHL systems for smooth transit and delivery.
Financial accountability Safely collect and reconcile sales proceeds daily, remitting funds promptly and maintaining accurate records.
Issue resolution Handle customer complaints and objections professionally, aiming for full satisfaction without over-committing.
Service improvement Identify and suggest enhancements to procedures, technology, and service quality to boost customer experience.
Internal collaboration Liaise with operations and finance teams to resolve service and billing issues.
Service Excellence Key Performance Indicators KPIS
Shipment per Day TDI growth must not be less than AOP.
Revenue per Day TDI growth must not be less thank AOP.
Up selling TDX, SII, IB must not be lower than the set target.
Cash Import Express RPA growth must
Individual Key Objectives IKO
SPA Visit Quality assessment greater than or equal to 90% monthly per advisor
Key Requirements
Education
University degree or Higher Diploma from a reputable institution
.
Experience
Minimum one year of relevant work experience, preferably in retail, sales, or customer service.
Skills
Typing speed of at least 50 wpm
Excellent telephone and communication skills
Strong negotiation, interpersonal, and conflict resolution abilities
Customer relationship management experience
Geographical knowledge and mental alertness
Competencies
Analytical thinking and problem-solving
Planning and organizing
Decision-making under uncertainty
Results orientation
Teamwork and accountability
How to Apply
Interested and qualified? Go to DHL on careers.dhl.com to apply
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Source: MyJobMag