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.

• Liaise with every department that is responsible for customers

• 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

• 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.

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

• 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.

• 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.

• 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.

• 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.

• Acts responsible. 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.

• Provides both verbal and written information in a timely, clear and concise manner.…