Customer Service Advisor (Frontline & Service Desk)

Job Profile


Role Title:        Customer Service Advisor (Frontline & Service Desk)

Corporate Division:     DHL Express

Business Division:       Customer Service

Business Unit: Malawi Customer Service


Overall Role Purpose

Confidently  and  knowledgeably  provide  the  full  suite  of  DHL customer  service  offerings  (e.g.  booking,  enquiries,  shipment status, tracking etc) to all parties contacting DHL via the customer service hotline and other contact modes. To handle all requests from customers for import collections and from  the  Network  for  Inbound  and  Outbound  collections.  By handling  these  requests  within  a  set  time  period  we  aim  to improve the  turnaround  time  of  the  booking  request  therefore optimising  the  revenue  opportunity  and  minimise  customer’s dissatisfaction   therefore   establishing   DHL’s   reputation   as   a company  that  cares  about  its  customers.  All  Service  Desk bookings  are  pro-actively  monitored  to  ensure  the  process  is consistently  successful  which  in turn  increases  the  customers shipping experience. Providing an efficient and professional service to DHL customers through prompt, courteous and accurate responses to Customer’s enquiries. Maintaining the existing customer base by building customer loyalty through an effective problem solving and customer care. Maintaining all service standards laid down by DHL Network.


Reports to: Head of Customer Service


Skills / Qualifications

Key Capabilities

  • Typing skills (at least 30wpm preferable)
  • Telephone skills (excellent)
  • Conflict resolution skills (excellent)
  • Selling skills (excellent)
  • Technical skills (Telephone and Order Booking systems preferable)
  • Communication skills – spoken and written (excellent)
  • Negotiation and interpersonal skills (excellent)
  • Sound customer relationship experience
  • Strong understanding of customer service and operations
  • Mental Alertness
  • Assertiveness
  • Geographical knowledge.
  • Previous experience in call centres



Competency segment ‘Business’

Analysis: Breaks down a problem, situation or process into its component parts, separates the main issues form side-issues, understands the nature of parts and their relationship to one another. Seeks out and critically evaluates both numerical and narrative information. Draws accurate conclusions.


Planning & Organizing: Sets clear and realistic goals and objectives. Establishes a course of action and a sequence of steps to ensure that activities and objectives are efficiently achieved. Is structured with good personal organization. Schedules time efficiently and use efficient work methods and tools.


Decision Making: Makes timely and appropriate choices based on accurate analysis and experience. Uses sound judgment even in conditions of uncertainty. Anticipates impact of decisions and plans how to manage risk. Knowledgeable about DHL services, complies with the intent of DHL Policies, procedures and agreements.


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. Builds customer confidence that needs will be promptly met by clearly and confidently stating next steps based on clarified and confirmed exact nature of customers’ problems or requests. Creates customer delight with each customer interaction by aiming to exceed customers’ expectations.


Competency segment ‘Leadership’

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. Suggests improvement ideas based on his/her learning.


Competency segment ‘Personal’

Accountability: Acts responsibly and can be counted on to keep commitments. Complies with the intent of policies, procedures and agreement. Builds others’ trust in own professionalism, integrity, expertise and ability to get results. Is informed on current customer satisfaction with pick-up and delivery/customer service/billing and takes action to improve performance to provide an even better customer experience. Acts in a responsive manner towards customer requests.


Communication: Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style, tools and mode to the needs of others. Listens attentively, and summarizes or asks questions, when, needed, to clarify information. Conveys a courteous, honest, helpful, caring and professional demeanor with customers.

Self Management: Remains calm, objective and controlled in responding to urgent or demanding situations. Maintains effective performance under pressure. Stays positive. “Can do” attitude: Whenever possible takes customer requests to resolution or ensures is passed on properly to contact that can.



Expected Educational Qualifications

  • University degree / Higher Diploma


Expected years of experience (Minimum)

  • 2 years DHL Sales, Operations or Customer service experience
  • Experience within a customer relations environment



How to apply: 

Application Format: Application and Letter CV

Applicant should send applications to :


Closing date for receiving application day: 14th September 2018

For a full Job Description send us an email:  

DHL provides a wide range of career opportunities at different levels all over the world. As an employee you will have the possibility to develop yourself personally and professionally through successful teamwork. Together we build a company we can truly be proud.




Comment on advertised Job

Nila D:

5th of September, 2018 4:23:49 pm

Location: Lilongwe

Employment Type: Full-time

Salary: N/A

Job deadline: 14th September, 2018

Company: DHL International

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