SSA Customer Support Leave Cover Advisor

Deadline: 29 October 2026 Posted August 2, 2026 To deliver strategic leadership and operational excellence, ensuring the organization achieves its long-term objectives while maintaining high standards of efficiency and innovation. This role drives cross-functional collaboration, fosters a culture of accountability, and aligns team efforts with overarching business goals.

SSA Customer Support Leave Cover Advisor DHL · Logistics and Transportation Full Time Kisumu Kisumu

Responsibilities

include overseeing key initiatives, optimizing processes, and identifying opportunities for growth, while upholding rigorous compliance and ethical standards. The ideal candidate will possess a proven track record of leadership, exceptional problem-solving abilities, and a commitment to driving measurable results in a dynamic environment. We engage walk-in customers at the designated service point by presenting DHL Express’ range of products and services. Consistently delivering exceptional service quality is essential to elevating the customer experience, fostering repeat business, and driving profitability. Additionally, we serve as a positive brand ambassador for the organization at all times. Accountabilities We are seeking a dedicated Customer Internal professional to join our team, focusing on providing exceptional internal support and service. The ideal candidate will manage customer inquiries, resolve issues promptly, and ensure seamless communication between departments.

include maintaining accurate records, collaborating with cross-functional teams, and upholding high standards of professionalism.

include negotiating contracts, managing client relationships, and overseeing pricing strategies to ensure competitiveness. The ideal candidate will possess strong analytical skills, proficiency in data-driven decision-making, and a minimum of five years of

with precision and efficiency. Identify and capitalize on prospects across current and prospective customers to promote DHL’s value-added services (WAS) for E-Commerce and TDI products, thereby enhancing profitability. Service Excellence Key Performance Indicators (KPIs) encompass measurable metrics utilized to assess the quality of service delivery, ensuring adherence to organizational standards and customer expectations. These indicators track critical aspects such as response times, resolution rates, customer satisfaction scores, and service efficiency, providing actionable insights to enhance performance and operational effectiveness. Regular evaluation of these KPIs enables proactive identification of areas for improvement, fostering a culture of continuous enhancement in service quality. Daily outbound volume must meet or exceed the Annual Operating Plan (AOP) target. Ensuring daily revenue per day (TDI) meets or exceeds the Annual Operating Plan (AOP) target is essential. Upselling activities for TDX, SII, and IB must consistently meet or exceed the predefined performance targets. Cash Import Express (RPA) seeks to accelerate its growth trajectory through strategic automation initiatives. The ideal candidate will play a pivotal role in driving operational efficiency by implementing Robotic Process Automation (RPA) solutions to streamline import processes.

include identifying automation opportunities, developing and deploying RPA bots, and monitoring their performance to ensure seamless integration with existing systems. The role requires expertise in RPA tools such as UiPath or Blue Prism, proficiency in process mapping and analysis, and a strong understanding of import regulations and compliance standards. Collaboration with cross-functional teams, including IT, finance, and logistics, will be essential to align automation efforts with business objectives and deliver measurable improvements in speed, accuracy, and cost reduction. We aim to establish clear, measurable performance goals aligned with organizational priorities, ensuring each team member contributes meaningfully to strategic outcomes. This role requires a commitment to defining and tracking key results, fostering accountability, and driving continuous improvement through structured objective-setting.

include collaborating with leadership to identify critical initiatives, setting ambitious yet attainable targets, and regularly reviewing progress to adapt strategies as needed. The ideal candidate will possess strong analytical skills, the ability to prioritize effectively, and a proactive approach to problem-solving, enabling them to align individual contributions with broader business objectives. We require advisors to consistently achieve an SPA visit quality assessment score of at least 90% on a monthly basis. Solicits and manages external partnerships to drive collaborative initiatives, ensuring alignment with organizational objectives. Develops and maintains strong relationships with key stakeholders, including vendors, clients, and industry partners. Conducts regular performance evaluations of partnerships to assess effectiveness and identify opportunities for growth. Negotiates and finalizes agreements to optimize

include addressing customer inquiries, resolving complaints efficiently, and providing accurate information regarding shipments, deliveries, and service options. Proficiency in using CRM systems and Microsoft Office Suite, particularly Excel, is required. Additionally, the candidate must be able to work flexible hours, including evenings and weekends, to accommodate global customer needs. Fluency in English is essential, and additional language skills are a significant advantage. Deliver consistently high-quality, customer-focused service at all times to fully meet and exceed customer expectations. Present a compelling range of DHL products and services to both telesales clients and walk-in customers, fostering increased engagement and adoption of additional offerings. Maintain impeccable personal grooming and office presentation standards to consistently uphold and enhance the company’s professional image. Demonstrate exceptional customer service by addressing each client’s specific

include identifying and engaging with key stakeholders, analyzing their needs, and translating these insights into actionable insights for decision-making. Strong interpersonal skills are essential, as the position involves negotiating priorities, managing expectations, and fostering productive relationships. Additionally, the ability to synthesize complex information and present it clearly to leadership is critical. A proactive approach to problem-solving and a commitment to driving consensus are expected. Subordinate departments support the primary organizational functions by executing specialized tasks aligned with the overall strategy. These departments operate under the oversight of senior management, ensuring efficient coordination and adherence to established policies. Their

include managing day-to-day operations, maintaining compliance with regulatory standards, and facilitating cross-departmental collaboration to achieve key business objectives. Staff within these departments typically possess expertise in their respective fields, contributing to the execution of departmental goals while supporting the broader mission of the organization. Collaborate with various departments and Operations to resolve service quality concerns, while coordinating with Finance to enhance billing quality. Process To enhance sales from both existing and new customers while fostering loyalty, the role involves proactively reaching out to clients as outlined in the established schedule, utilizing calls and in-person visits to maintain and grow relationships. Responsible for securely and accurately collecting sales proceeds, ensuring same-day remittance, and completing cash reconciliation using the designated tool while providing receipts to the receiving cashier. Accurate completion of Full Shipment Data Capture (FSDC) is essential, ensuring all shipments accepted are properly coded, and precise details are entered into available tools and systems to support timely transit and delivery. Proactively and effectively manage customer complaints and objections with expertise while remaining calm and composed, implementing all viable solutions (without exceeding reasonable limits) to ensure complete resolution and a positive customer experience. We are seeking a dedicated professional to enhance our service processes through comprehensive improvement initiatives. The ideal candidate will identify inefficiencies, analyze current workflows, and implement strategic solutions to elevate overall service quality.

include conducting detailed assessments, collaborating with cross-functional teams, and monitoring progress to ensure sustainable enhancements. Proficiency in data-driven decision-making, strong analytical skills, and

or direct authority over country-specific or functional teams. However, the individual must promptly escalate customer service issues to their supervisor and provide recommendations regarding underperforming or inactive traders to mitigate attrition and capitalize on competitive business opportunities. Cultivating informal influence to drive meaningful improvements and foster positive organizational change is essential. Seeking a highly motivated individual with exceptional communication and organizational abilities to join our dynamic team. The ideal candidate will possess a Bachelor’s degree in a relevant field, along with a minimum of three years of related work experience. Proficiency in Microsoft Office Suite and strong analytical skills are essential. The successful applicant will be responsible for managing projects, collaborating with cross-functional teams, and ensuring timely project completion. Excellent problem-solving capabilities and a keen attention to detail are required. Additionally, the candidate should demonstrate the ability to work independently and manage multiple priorities effectively. Typical

include overseeing [key responsibilities], managing [specific processes or teams], and ensuring alignment with organizational goals while maintaining high standards of performance and accountability. We seek an individual with strong business acumen to join our team, where they will leverage analytical and strategic skills to drive growth and optimize performance. The ideal candidate will possess proven

include developing business plans, conducting competitive research, and presenting data-driven recommendations to senior leadership. Proficiency in Microsoft Office Suite and advanced Excel skills are required, along with the ability to communicate complex concepts clearly to diverse stakeholders. A Bachelor’s degree in Business Administration, Finance, or a related field is preferred, and prior

Requirements

include strong interpersonal skills, proficiency in relevant software, and a commitment to delivering outstanding internal customer experiences. Prior

in alignment with DHL’s established policies and quality benchmarks. Handle customer inquiries pertaining to pricing details, customs regulations, product specifications, and available services. The role requires close collaboration with internal stakeholders to ensure alignment on project objectives, facilitate communication across departments, and gather essential feedback to refine strategies. Key

include proficiency in typing at a minimum speed of 50 words per minute, with preference given to candidates who exceed this threshold. Excellent telephone communication skills are required for this role. Proven ability to navigate and resolve conflicts effectively, demonstrating strong interpersonal skills and a calm, solution-oriented approach. Capable of mediating disputes, fostering collaboration, and maintaining productive working relationships even in challenging situations. Proficient verbal and written communication abilities are essential to excel in this role, ensuring clarity and effectiveness in interactions with colleagues, clients, and stakeholders. The capacity to convey complex information succinctly, listen actively, and adapt communication styles to diverse audiences is critical. Strong interpersonal skills facilitate collaboration, problem-solving, and the building of professional relationships. Additionally, the ability to articulate ideas persuasively, whether in meetings, presentations, or written correspondence, is a key requirement for success. Excellent negotiation and interpersonal skills are required for this role. Professional customer relationship expertise is essential, requiring a proven ability to engage effectively and build strong connections. The ideal candidate will demonstrate proficiency in resolving inquiries promptly while maintaining a courteous and professional demeanor. Strong interpersonal and communication skills are necessary to ensure client satisfaction and foster long-term loyalty. Additionally, the role demands adaptability to handle diverse customer needs and resolve issues efficiently.

for success in this position. Assertiveness involves confidently expressing ideas, needs, and boundaries while respecting others. This skill requires clear communication, self-assurance, and the ability to set priorities without aggression. Professionals in this role must balance firmness with empathy, ensuring interactions remain constructive and productive. Proficiency in understanding and applying geographical principles is essential, requiring familiarity with diverse regions, physical landscapes, and cultural distinctions worldwide. Candidates should demonstrate the ability to interpret maps, analyze spatial data, and assess the impact of geographical factors on economic, social, and environmental dynamics. Strong analytical skills are necessary to evaluate geographical trends, assess risks, and support informed decision-making in relevant roles. We seek candidates with prior involvement in retail point-of-sale systems, direct sales, or customer service roles. We are seeking a candidate who demonstrates proficiency in strategic planning, problem-solving, and leadership, with exceptional communication and organizational skills. The ideal applicant must possess a minimum of five years of relevant

Experience

in a customer-facing role is preferred. The Commercial Department is responsible for driving revenue growth and optimizing profitability through strategic planning, market analysis, and business development initiatives. Key

in a commercial or sales-driven role. Additionally, excellent communication and negotiation abilities are essential to collaborate effectively with internal teams and external stakeholders. Fluency in industry-specific software and a deep understanding of market trends are also required to support the department’s objectives. Achieve tangible outcomes by leveraging a deep comprehension of commercial functions and executing associated

in customer support, preferably within the logistics or transportation industry, and will demonstrate strong communication skills, both written and verbal.

with process optimization are essential. Additionally, the role requires effective communication to drive alignment and foster a culture of continuous improvement within the organization. To identify opportunities for enhancement, propose actionable solutions aimed at refining DHL’s operational procedures, technological capabilities, and service quality, ultimately elevating the customer

with DHL Express, strengthening marketing support, and driving sustained business performance. Manages and oversees human resources functions, including recruitment, onboarding, performance evaluations, and employee development initiatives. Develops and implements HR policies and procedures to ensure compliance with labor laws and company standards. Collaborates with department heads to align workforce planning with organizational goals and fosters a positive workplace culture. Handles employee relations, conflict resolution, and disciplinary actions as needed. Ensures accurate and timely payroll processing and

in customer service or a related field is preferred, along with a commitment to delivering exceptional service consistently. With a deep knowledge of customer service principles and operational strategies, the ideal candidate will demonstrate proficiency in delivering exceptional service experiences while maintaining efficient operational workflows. Mental alertness is essential for this role, requiring the capacity to maintain sharp cognitive functioning throughout demanding tasks. Candidates must demonstrate the ability to think quickly, process information accurately, and remain attentive to intricate details during high-pressure situations. Strong problem-solving skills and the mental stamina to sustain focus over extended periods are critical

in [specific field or industry], along with a proven track record of delivering measurable results in [specific area]. Strong analytical abilities, adaptability to evolving business needs, and the capacity to collaborate effectively across cross-functional teams are essential. Additionally, the role requires expertise in [specific tool, software, or methodology], as well as a commitment to continuous professional development and innovation.

in market analysis, financial modeling, and cross-functional collaboration to identify and capitalize on emerging opportunities.

in a similar role is highly desirable. The role requires the ability to dissect complex problems, situations, or processes into their fundamental components, distinguishing primary concerns from peripheral factors and comprehending the inherent characteristics of each element and its interdependencies. It involves proactively identifying and rigorously assessing both quantitative and qualitative data to derive well-reasoned, precise conclusions. Sets ambitious yet attainable goals and defines measurable objectives to drive progress. Develops strategic action plans and prioritizes tasks to ensure efficient execution of responsibilities. Demonstrates strong personal organization through structured scheduling, optimized workflows, and the utilization of productive tools and methodologies. Makes well-timed and informed decisions grounded in precise analysis and relevant experience. Exercises strong judgment in uncertain situations and evaluates potential outcomes, preparing strategies to mitigate associated risks. Results orientation: Consistently pursues the completion of key objectives with clear, quantifiable outcomes. Addresses challenges proactively and adapts strategies to ensure success. Directs both personal efforts and those of the team toward fulfilling targets that support organizational objectives. Demonstrates exceptional leadership qualities, guiding teams through challenging projects with strategic vision and decisive action. Requires a proven ability to inspire and motivate cross-functional groups while fostering collaboration and accountability. Must exhibit strong decision-making skills under pressure, ensuring alignment with organizational goals and driving sustainable growth. Prior

in

Benefits

for all parties involved. Monitors market trends and competitive landscapes to inform strategic decisions regarding external collaborations. DHL seeks to employ a dedicated Customer Service Representative to ensure outstanding service for our valued clients. The ideal candidate will have a minimum of one year of

administration. Tracks and reports key HR metrics to assess workforce effectiveness and identify areas for improvement. The position does not include supervisory