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:*** Liaise with every department that is responsible for customers **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 Behavior * Customer Services attitude (controlled temperament) * Dedicated, Hardworking and Enthusiastic * Flexible and prepared to work long hours * Reliable * Ability to work under pressure **Educational** **Qualifications:*** Minimum Requirement of Bachelor's Degree