Telesales Executive

DHL is seeking a Telesales Executive in Amman to grow revenue from its existing customer base and acquire new business. The country-office team builds telephone relationships with small and medium-sized customers and supports field sales by identifying qualified leads with substantial growth potential.

This is a full-time, permanent role reporting to the Senior Commercial Manager.

Principal responsibilities

• Maintain a regular calling programme with existing customers, building relationships at several levels within their organisations and sustaining current revenue.
• Explore customers' requirements through focused questions and identify how DHL services can add value to their businesses.
• Recognise opportunities to expand existing customers' use of services, negotiate and persuade effectively to increase revenue.
• Find and follow up new business leads and encourage prospective customers to use DHL services.
• Monitor credit and non-payment concerns, liaise with Finance and take appropriate action to support collection of outstanding amounts.
• Keep call records in company tools and internal forms accurate and current for monitoring and future reference.
• Take responsibility for service failures and involve the appropriate colleague to resolve complaints and problems promptly.
• Analyse figures and reports, identify trends and emerging issues, and act early to protect and maximise revenue.

Scope, coordination and decision-making

• Work with Sales, Customer Service, Customer Accounting, Operations, Sales Management and Air Operations, as well as existing customers and the DHL network.
• Resolve price and service objections, billing enquiries and other emerging problems quickly and professionally. Escalate to senior management when an issue cannot be resolved directly.
• Negotiate contract rates within the authorised price range. Larger discounts require management approval, as do free-of-charge shipments, credit notes and other remedies outside delegated authority.
• Plan daily calls and call cycles against the required monthly contact programme, with planning and organisation monitored by the Senior Commercial Manager.
• Use a consultative approach to explain the business value of services and help customers assess service benefits against the price premium.

Education and experience

• A bachelor's degree or equivalent work experience, preferably in a business-related field.
• Telephone or sales experience in a multinational company, including direct customer interaction, is essential.
• A driving licence is an advantage.
• For an internal transfer only: one to two years of experience at DHL.

Technical skills and personal attributes

• Strong written and spoken English communication.
• Excellent computer skills, including Microsoft Word and Excel, and numerical literacy.
• Thorough knowledge of DHL products, services, shipments, prices and discounts, as well as competitors' services.
• Well-developed communication and selling skills and professional telephone conduct.
• A customer-service mindset and the ability to maintain composure.
• Commitment, diligence, enthusiasm and reliability.
• Flexibility, willingness to work long hours and the ability to work under pressure.

How to apply

Apply through DHL's official recruitment portal. Candidates can start without a resume or upload one; registered candidates can sign in to continue. Job reference: AV-367906.