Telemarketing Executive

Kathmandu 12/13/2019 - 12/20/2019
Full Time

Position Details

  • 1
  • Bachelors(Undergraduate)
  • Sales, Marketing, PR
  • Kathmandu

Summary of Position

Organisational Background Information


BMR title / Role title

Telemarketing Executive

Corporate Division Express
Business Division Sales
Business Unit <Nepal> Sales
Overall Role Purpose 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.
Reports to Head of Commercial
Date approved 15 March 2018




  Key activities Overall goals / Typical measures
- Internal
- External
Lead Qualifier
  • Ensure that lead originators are acknowledged and provided with feedback on the outcome of the lead.
Direct Sales Team
  • Coordinate and manage DM programmes and ensure appropriate follow up.
  • Where appropriate, to successfully open accounts for new DM customers.
Country Sales Function
  • 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.

DHL Customers
  • Act as main contact for DHL of small trading accounts under Telesales, responding and satisfying their sales and post-sales requirements
  • Manage multi channel customers by phone or direct mail
  • Provide customer oriented service at all times for multi channel customers
  • No of suspect handle
  • New accounts
- External
- Internal
Research Companies, Directories, External lead generation organizations
  • Build and maintain strong vendor-client relationships.
Country Office (other departments: Couriers, Customer Service Agents, Field Sales Representatives, Tele Sales Representative, Marketing Department)
  • 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
  • Number of calls
  • made and qualified
  • leads generated
  • Lead from CS & Ops
  • must be action
  • within next working day
Telemarketing Process Deployment
  • Qualify all internal and external lead sources in order to pass leads to the appropriate sales resource.
  • Quantify express revenue potential and validate customer information and needs (segment) through using the globally agreed selection criteria to produce quality leads and accounts to ensure DHL achieves its overall sales/revenue objectives and targets.
  • Raise relevant paperwork for the main customer database ensuring customer information is available throughout the organisation
  • 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
Alignment to Regional Standards
  • Adhere to regional standards and agreed procedures and processes
Customer Information Validation
  • Contact companies and individuals currently not holding an account, confirm customer details and identify traffic profiles thereby assessing quantity and quality of future business.
  • XX Sales leads per
  • day to relevant sales
  • channels
  • ROI on DM
  • Campaigns
  • New accounts
  • Opened
  • C-View Quality
  • Calls per day
  • Revenue generated
  • through Direct
  • channel
People - Management
·      Incumbent has no direct reports and authority over country line and functional personnel. Nevertheless he/she must be able to demonstrate ability to influence decisions/actions.
  • Informal influence to enable improvement and change within the organisation



Skills / Qualifications


Key capabilities
  • Telephone skills
  • Database skills

Competency segment ‘Business’

Analysis:  Breaks down a problem, situation or process into its component parts, separates the main issues from side-issues, understands the nature of parts and their relationship to one another. Seeks out and critically evaluates both numerical and narrative information. Draws accurate conclusions.
Planning & Organizing: Sets clear and realistic goals and objectives. Establishes a course of action and a sequence of steps to ensure that activities and objectives are efficiently achieved. Is structured with good personal organization. Schedules time effectively and uses efficient work methods and tools.
Decision Making: Makes timely and appropriate choices based on accurate analysis and experience. Uses sound judgment even in conditions of uncertainty. Anticipates impact of decisions and plans how to manage risk.
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.

Competency segment ‘Leadership’

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.

Competency segment ‘Personal’

Accountability: Acts responsibly. Can be counted on to keep commitments. Complies with the intent of policies, procedures and agreements. Builds others' trust in own professionalism, integrity, expertise and ability to get results.
Communication: Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style, tools and mode to the needs of others. Listens attentively, and summarizes or 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.
Expected years of experience
Fresh candidate or 1 years of experience in similar field
Educational Qualifications
Degree (or equivalent)

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