Telesales Agent

The Telesales Agent is responsible for to maximise the sales revenue from an existing base of customers, whilst at the same time generating new revenue from potential customers.

• 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 maximise 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.
• Source and action new business leads and persuade potential customers to utilise the DHL services to generate additional (sales) poriftable 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.
• Analyse figures and reports and spot trends and identify issues and take appropriate action where necessary to maximise revenue by addressing issues early.

Knowledge, Qualification and Experience:Excellent verbal communication skills and interpersonal styleExcellent personal presentation, grooming and hygieneExcellent organisational skills, including ability to prioritise workloadAbility to effectively contribute as a member of a busy teamProven ability to work under pressure in a fast paced, time sensitive environmentDemonstrated ability to use initiative/judgement to solve job related issuesWorking knowledge of Microsoft Word, Excel and Power Point.Good oral and written communication skillsAdheres to policies and proceduresPossesses good relationship building and interpersonal skills
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