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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 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
§ 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 liaise 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
§ GSP standards + compliance achieving key targets
§ After sales / functional related targets
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 external customers.
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 the Executive.
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 are required.
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
§ Excellent verbal communication skills and interpersonal style
§ Excellent personal presentation, grooming and hygiene
§ Excellent organizational skills, including ability to priorities 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
YOUR PROFILE:
Exhibits an exceptional degree of ingenuity, creativity, resourcefulness and empathy.
Analyzes and resolves complex cross-functional issues.
Well-developed relationship skills and ability to network with multiple levels of an organization and other business units.
Typically requires BS/BA in related discipline and/or 10-15 years of experience in Ocean Freight Forwarding / Ocean carriers / high volume retailers with Ocean Freight business in the area of transportation, logistics or supply chain.
OUR OFFER:
Strong career support in an international environment.
Great culture and colleagues.
Multifarious benefit program.
Do you see a personal challenge in these versatile and responsible tasks? Then apply now!
We look forward to receiving your application!
DETAILS TO REGISTER FOR THIS JOB:
NOTE: ATS-friendly CV is COMPULSORY!
https://careers.dhl.com/global/en/job/DPDHGLOBAL24009Z8EXTERNALENGLOBAL/Telesales-Executive?utm_source=indeed&utm_medium=phenom-feeds&utm_campaign=organicNOTE: ATS-friendly CV is COMPULSORY!
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