Tele Sales Executive - KWT

Accountabilities

Customer:

Act as an ambassador for DHL at all times and attend to customer needs in a professional, friendly and courteous manner
Ensure that a high level of professional rapport is developed and maintained with all customers
Follow up on all customer enquiries and direct customer to the correct DHL department where further information is required
Maintain a regular call cycle to existing DHL Customers to build strong, multi level relationships within the company to maintain existing DHL sales revenue as customers continue to trade
Probe, question and understand completely the customers needs and requirements to understand where DHL’s service offering can add value to the customers business
Identify potential and negotiate and persuade accordingly existing customers to maximize their use of DHL’s services to generate additional sales revenue from existing customers, in a profitable manner.

Internal:

Process:

Source and action new business leads and persuade potential customers to utilize the DHL services to generate additional (sales) profitable revenue from new customers
Monitor credit issues and liase with Customer Accounting Department and be aware of issues with no payment and take action where necessary to ensure Outstanding money is collected
Update and maintain call details on COMET, ensure appropriate IBS forms are updated so that all information is accessible for future reference and monitoring
Take ownership of service failures and ensure the correct person resolves the issue so that all customer complaints and problems are handled quickly and efficiently
Analyze figures and reports and spot trends and identify issues and take appropriate action where necessary to maximize revenue by addressing issues early

Skills / Qualifications

Problem Solving:

There will be many issues that need resolving. Potential customers will have price and service objections that will need to be resolved in order to secure the business.
There will also be service issues, billing queries, and other ad hoc problems that will arise.
The core function of a Tele Sales agent is to delight the customer by providing the highest possible level of service. This means that all problems must be handled in a fast, efficient and professional manner. In the cases where the agent cannot resolve the issue personally, there are always senior management available to assist.

Customer Orientation:

Is focused on identifying and meeting customer needs. Acts to establish a long term business partnership with internal and external customers.

Planning and Organizing:

Agents are responsible for planning their own calls cycles and daily calls. There is a set guideline for total calls and who must be contacted in a monthly period, but the way in which this is broken down to a daily level is the responsibility of the agent.
The planning and organization will be monitored by the Direct Channel Manager.

Decision Making

When negotiating rates and contracts, agents are authorised to offer a set range of contract prices. If there is a requirement to offer a higher level of discount to secure the business, then relevant management approval is required. The same applies to problem solving where FOC shipments, credit notes or other solutions are required.
In general, agents are encouraged to make their own decisions wherever possible, within the set guidelines.

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.

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.

Accountability

Acts responsibly. Can be counted on to keep commitments. Complies with DHL expectations, policies and procedures.Builds others' trust in own professionalism, integrity, expertise and ability to achieve results.

Communication Skills

Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style to the needs of others. Listens attentively and asks questions when needed to clarify information.

Self Management

Remains calm, objective and controlled in responding to urgent or demanding situations. Maintains effective performance under pressure. Stays positive.

Attention to Detail

Is thorough and complete in performing all aspects of the job.Stays focused on the details of the job, no matter how small.Checks and monitors work to ensure accuracy.

Experience

Essential:

Excellent verbal communication skills and interpersonal style
Excellent personal presentation, grooming and hygiene
Excellent organizational skills, including 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
Demonstrated ability to use initiative/judgement to solve job related issues
Good understanding of DHL Network
Strong problem solving capability
Desire to get the job done
Passion to provide excellent Customer Service
Right first time philosophy
Telephone / Sales experience in a multi-national company with customer interface experience essential.
Driving license an advantage
1 to 2 years of DHL experience (if transferred within)
Good command of English language; Arabic an advantage.
Excellent PC skills (MS Word & Excel)
Numerically literate
Thorough knowledge of DHL products, services, shipments, rates, discounts and competitor services.
Well developed communication & selling skills
Professional Telephone Behaviour
Customer Services attitude (controlled temperament)
Dedicated, Hardworking and Enthusiastic
Flexible and prepared to work long hours
Reliable
Ability to work under pressure

Educational Qualifications:

See also