Telesales Executive

YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS.
Would you like to become part of the world's most international company in the world?
A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet.
Do you want to make a difference? Then come to our "Insanely Customer Centric" Team and become a Certified International Specialist!
YOUR TASKS:

• Identify, develop and maintain favorable contact with high level decision makers including C-suite level and work to understand strategic business challenges while developing a business fit between DGF and the customer.
• Focus is on delivering Customer Satisfaction by leveraging the organization’s network and ensuring all stakeholders are engaged.
• Develop proposals and sales plans that support increased sales from targeted prospects.

Key activities

Overall goals / Typical measures

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 allcustomers

§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 totrade

§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 salesrevenue from existing customers, in a profitable manner.

Internal Process

§Liaise with every department that is responsible forcustomers

§Source and action new business leads and persuade potential customers to utilize the DHL services to generate additional (sales) profitable revenue from newcustomers

§Monitor credit issues and liaise with Customer Accounting Department and be aware of issues with no payment and take action where necessary to ensure Outstanding money iscollected

§Update and maintain call details on COMET, ensure appropriate IBSforms

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 addressingissues

early

§GSP standards + compliance achieving keytargets

§After sales / functional relatedtargets

Skills / Qualifications

Key capabilities

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 Telesales Executive 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 Executive 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 externalcustomers.

Planning and Organizing

Executives 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 theExecutive.

The planning and organization will be monitored by the Direct Channel Manager.

Decision Making

When negotiating rates and contracts, Executives are authorized 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 arerequired.

In general, Executives 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