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 Telesales 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 Executive 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.
Planning and Organizing Executives 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 Executive. The planning and organization will be monitored by the Direct Channel Manager.
Decision Making When negotiating rates and contracts, Executives are authorized 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, Executives are encouraged to make their own decisions wherever possible, within the set guidelines.
Results Orientation Continually seeks to accomplish critical tasks with measurable results. Overcomes obstacles and makes adjustments to achieve results. Focuses self and others to achieve targets aligned with business goals.
Teamwork Works cooperatively with others to achieve target and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports group decisions.
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. |