Telesales - Executive

DHL eCommerce


Date: 1 week ago
City: Guwahati, Assam
Contract type: Full time
Job Title

Telesales - Executive

Function

TeleSales

Reporting to

Sales Manager


  • Purpose


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


  • Key Responsibilities


Responsibilities

Operational


  • Develop the telesales database of potential clients in the region though 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.
  • Key Result Areas and Key Performance Indicators


S. No

Key Result Areas

Key Performance Indicators

Drive revenues from existing customers


  • Revenues from abandoned / lost customers (in INR)
  • Cross-sell revenues from existing customers in the region (in INR)


Drive 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


Ensure Effective Customer Complaint Handling


  • Customer Complaint Audit Scores
  • % Adherence to defined TATs for
  • Complaints resolution
  • Closure of complaints


Ensure Performance Driven Culture


  • Adherence to Performance Management system timelines and guidelines

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