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.

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.

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