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  • 18/01/2025) Executive - Chennai, India - DHL eCommerce

    DHL eCommerce
    DHL eCommerce Chennai, India

    3 weeks ago

    Default job background
    Description

    Job Title: Executive Tele-Sales/Telemarketing

    Function: Telemarketing

    Reporting to: Assistant Manager - Telemarketing

    Purpose: Responsible for generation of quality sales leads and activation of non-active customers for the organization.

    Key Responsibilities:

    • Develop the telesales database of potential clients in the region through directory searches, cold calling, references from existing clients, old customers, non-active customers etc.
    • Responsible for cold calling to customers in the telemarketing database and generating quality leads to sales teams for new customer additions.
    • Generate business from abandoned / lost customers by maintaining regular contact with them and updating them of new products/services; Forward such leads to the sales teams.
    • Generate and maximize the sales leads by regularly calling existing customers for potential cross-sell opportunities and forward such leads to the sales teams.
    • Ensure lead conversion through fixing of meetings, customer visits, proposals etc.
    • Provide after sales support to clients post sign up by making courtesy calls, tracking sales & service for initial 3 months, resolving issues etc; Serve as a single point of contact for the customer during the initial 3 months.
    • Maximize the productivity in terms of Average number of leads/FTE, lead conversion, revenue/FTE etc.

    S.No Key Result Areas: Key Performance Indicators

    S.NoKey Result AreasKey Performance Indicators
    1Drive revenues from existing customers- Revenues from abandoned / lost customers (in INR) - Cross-sell revenues from existing customers in the region (in INR)
    2Drive productivity of the telemarketing team in the region- Number of quality leads forwarded to the sales team - Lead conversion (%) - Revenues from converted leads for the first 3 months (in INR) - Average number of leads/FTE - Average revenues per FTE
    3Ensure Effective Customer Complaint Handling- Customer Complaint Audit Scores - % Adherence to defined TATs for complaints resolution - Closure of complaints
    4Ensure Performance Driven Culture- Adherence to Performance Management system timelines and guidelines

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