Telesales Executive

3 weeks ago

Ho Chi Minh City, Vietnam DHL Full time

**Intro**

**YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS.**

Would you like to become part of the world's most international company in the world that also a Top Employer and a No. 1 World’s Best Work Place?

A company that pioneered cross-border 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 deliver excellence in a digital world, AS ONE

**Accountabilities**

Key activities

Overall goals / Typical measures

Customer
- Internal
- External

**Telesales Manager**:

- Undertake any projects/duties as assigned by the Telesales Manager or Sales Manager Direct Sales

**Customers**:

- Act as Tele Sales customers’ main contact for DHL, responding and satisfying their sales and post sales requirements.
- Build a strong client relationship to ensure that the account performs and grows to its maximum potential, reducing attrition rate and minimizing opportunities for competitors to gain business.
- Manage a portfolio of customers via telephone: Make telephone calls to existing customers on a regular pre-defined call cycle to secure new business and to ensure that individual agreed targets are achieved.
- Provide customer oriented service at all times relating to specific sales issues.
- Value of accounts
- Call rate per day
- Number of accounts
- 35 calls per day
- 40 % Acquisition
- 30 % Development
- 30 % Maintenance
- Bi-weekly sales
- planning sessions

Stakeholder
- Internal

Country Sales Function _(Field Sales Group, Telemarketing Group, Telesales Group, Marketing, CS Groups)_
- Liase closely with Sales Channels and other departments within DHL to ensure that a full cost effective service is maintained and that target for the area is achieved.
- Ensure co-operation with other members of the sales team and throughout the sales force.

Process

**Telesales Process Deployment**:

- Formulate a personal sales plan that incorporates initiatives for identifying and gaining new business prospects and maximizes growth within the existing client base so that the required personal sales results are achieved.
- Manage the revenue growth through Up selling and Cross selling tactics to exceed this budget through calls
- Combine sales skills with DHL product/service knowledge and convert the maximum possible prospect leads into accounts, emphasizing those with maximum revenue potential, in order to increase the size and quality of DHL’s account holders.
- Continually develop knowledge of DHL’s services and general commercial awareness in order to provide the best possible standard of customer service and maximise the department’s contribution to the sales function.

**Alignment to Regional Standards**:

- Adhere to regional standards on profit margins and discount guidelines.

**Customer Support Services provision**:

- Open new accounts and ensure they trade profitably.
- Ensure all customer agreements are cost sensitive to ensure a suggested minimum pricing tariff is set and adhered too. Any deviation from this tariff requires management agreement and justification.

**Customer Information Maintenance & Reporting**:

- Complete daily and weekly reports to measure individual and department effectiveness and provide figures showing weekly productivity of the department.
- Ensure that customer information is maintained accurately on the customer database.
- Call cycle created annually, reviewed quarterly, updated monthly.
- Customer Loyalty
- C-View Quality
- Gross and Net
- Margins
- AOP target attainment
- Calls per day
- New Business Revenue

People - Management
- Incumbent has no direct reports and authority over country line and functional personnel. Nevertheless he/she must be able to demonstrate ability to influence decisions/actions.
- Informal influence to enable improvement and change within the organisation

**Skills / Qualifications**

Key capabilities

**Skills**:

- Telephone skills
- Communication skills (English and local language), spoken and written

**Competences**:
**Competency segment ‘Business’**:
**Analysis**:Breaks down a problem, situation or process into its component parts, separates the main issues from side-issues, understands the nature of parts and their relationship to one another. Seeks out and critically evaluates both numerical and narrative information. Draws accurate conclusions.

**Planning & Organizing**:Sets clear and realistic goals and objectives. Establishes a course of action and a sequence of steps to ensure that activities and objectives are efficiently achieved. Is structured with good personal organization. Schedules time effectively and uses efficient work methods and tools.

**Decision Making**:Makes timely and appropriate choices based on accura

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