Job description

Accountabilities

• 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.

• 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.

• 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.
  

• 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 Behaviour
• Customer Services attitude (controlled temperament)
• Dedicated, Hardworking and Enthusiastic
• Flexible and prepared to work long hours
• Reliable
• Ability to work under pressure

• Minimum Requirement of Bachelor's Degree