Telesales Executive

(24005P6)

Saudi ArabiaEastern ProvinceDharan Fulltime Permanent Mixed Shift
YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS. Would you like to become part of the worlds most international company in the world A company that pioneered crossborder 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 Csuite 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 organizations 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 multilevel 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 DHLs service offering can add value to the customers business Identify potential and negotiate and persuade accordingly existing customers to maximize their use of DHLs 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.

SelfManagement

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 multinational 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.

Welldeveloped 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 crossfunctional issues.
• Welldeveloped 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 1015 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

Posting Legal Entity SNAS Postal Est.

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