- Nature and Scope
- Context
The telesales team works together in the Country Office. The team is expected to grow the revenue from small to medium customers through a telephone relationship. At the same time, the function of the team is also to provide support to the Field Sales team and to provide quality leads for high potential customers.
- Reporting Relationships
The Telesales Executive reports directly to the Commercial Manager.
- Contacts
Internal
-Sales team
-Customer Service
-Customer Accounting
-Operations
-Sales Management team
-Air Operations
External
-DHL existing customers
-DHL network
- 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 Direct Channel 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 agent cannot resolve the issue personally, the senior management is always available to assist.
- Decision Making
When negotiating rates and contracts, Direct Channel Executives 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.
- Planning and Organisation
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 organisation will be monitored by the Commercial Manager.
- Job Challenge
The most consistent, regular challenge to overcome is that of price. The most demanding part of the position is to make the customer value the service of DHL enough to pay the premium required to use DHL. This requires the Direct Channel Executive to act as a consultant, to understand the needs of the specific company they are dealing with, and to recognise the implications of DHL’s service on their business. Once these implications are understood, the difficult part is to make the customer recognise these and be prepared to pay for the service difference. |
وظفني.كوم اعلانات توظيف في الشرق الأوسط على وظفني . كوم | فرص عمل و وظائف شاغرة
