Job Description

Job Title - TELEMARKETING EXECUTIVE

Introduction

DHL is a leading global brand in the logistics industry. DHL's family of divisions offers an unrivalled portfolio of logistics services, ranging from national and international parcel delivery, international express, road, air and ocean transport, to industrial supply chain management. With its unrivalled presence in developing markets, DHL is decisively positioned as "THE logistics company for the world".

DHL Express is a company that pioneered cross-border express delivery in 1969 & now is active in more than 220 countries and territories worldwide. We connect people and improve their lives. And we do it by being uncompromisingly customer-centric and delivering excellence day in and day out. By bringing people together and making life simpler - for our customers, our employees, our investors, and our society - we help make the world a better place.

Role Descriptor

DHL Express is looking for a Telemarketing executive to join and lead our telemarketing team. He/she will have to Quantify and qualify a sales lead utilising globally agreed selection criteria before assigning that lead to a sales channel. Manage and coordinate direct marketing customers that do not currently have sufficient volume to warrant a phone call or field visit. Endeavour to move as many of these accounts to Telesales or Field sales by assessing potential business growth through direct marketing responses.

Role Details

• Role title : Telemarketing Executive
• Corporate/Business : DHL Express
• Department/Function : Commercial-(Sales)
• Job family : EXP IN Telemarketing
• Reports to : Telemarketing Manager

Key Responsibilities

He/she will have to perform the following key activities:

• Ensure that lead originators are acknowledged and provided with feedback on the outcome of the lead.
• Complete activity reports to measure individual/department effectiveness.
• Coordinate and manage DM programmes and ensure appropriate follow up.
• Where appropriate, to successfully open accounts for new DM customers.
• Ensure co-operation with other members of the sales team and throughout the sales force.
• Provide customer oriented service at all times relating to specific sales issues.
• Act as main contact for DHL of small trading accounts under Telesales, responding to them along with assigning their queries to correct account manager.
• Manage multi-channel customers by phone or direct mail.
• Provide customer oriented service at all times for multi-channel customers.
• Build and maintain strong vendor-client relationships.
• Coordinate with all sales channels, CS and Marketing Department for lead management.
• Liaise with other departments to ensure delivery of service commitment to multi-channel customers.
• Ensure feedback is provided to all lead generators on status of all leads endorsed.
• Qualify all internal and external lead sources in order to pass leads to the appropriate sales resource.
• Quantify Air express revenue potential and validate customer information and needs (segment) through agreed selection criteria to produce quality leads and accounts to ensure DHL achieves its FTB objectives and overall targets.
• Raise relevant paperwork for the main customer database ensuring customer information is available throughout the organization.
• Maximise on all opportunities to secure new business by providing account facilities to customers through the lead qualification process.
• Ensure the data integrity in DHL systems for recording the updated customer historical information and correct disposition of every call.
• Adhere to regional standards and agreed procedures and processes.
• Contact companies and individuals currently not holding an account, confirm customer details and identify traffic profiles thereby assessing quantity and quality of future business.
• Informal influence to enable improvement and change within the organization.
• Incumbent has no direct reports and authority over country line and functional personnel

Skills Required

• Telecommunication skills.
• Persuasion skills.
• Database skills.

Profile Requirements

(Experience/Certifications/Qualifications/Licenses)

• 1-2 years of relevant experience.
• Graduate Degree/ Diploma (or equivalent).

Profile Requirements

(Experience/Certifications/Qualifications/Licenses)

• 1-2 years of relevant experience.
• Graduate Degree/ Diploma (or equivalent).