The Telesales Agent is responsible for to maximise the sales revenue from an existing base of customers, whilst at the same time generating new revenue from potential customers.
- 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 maximise 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 utilise the DHL services to generate additional (sales) poriftable 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.
- Analyse figures and reports and spot trends and identify issues and take appropriate action where necessary to maximise revenue by addressing issues early.
Knowledge, Qualification and Experience:
Excellent verbal communication skills and interpersonal style
Excellent personal presentation, grooming and hygiene
Excellent organisational skills, including ability to prioritise workload
Ability to effectively contribute as a member 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
Working knowledge of Microsoft Word, Excel and Power Point.
Good oral and written communication skills
Adheres to policies and procedures
Possesses good relationship building and interpersonal skills
