About the role
What you’ll achieve As a Customer Services Support team member you will be the key contact for customers experiencing issues or challenges with their orders and will be responsible for issue resolution and acting as a liaison between the customer and manufacturing, sales, technical support and financial services, adhering to administrative policies and escalation procedures. You will: •Manage calls relating to order status for missing, wrong or damaged orders, and customer escalation from both phone and email •Engage with external vendors and other internal departments to resolve customer issues or complaints within SLA timelines •Set realistic customer expectations and meet or exceed them •Prepare daily/weekly performance reports •Be fully responsible for customer satisfaction and feedback for improvement Take the first step towards your dream career Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role: Essential Requirements •Some relevant experience in handling customer service •Excellent telephone and communication skills in English •Ability to communicate to all levels within an organization •Strong customer service ethic and ability to be empathetic and accept ownership •Well-developed problem-solving skills Desirable Requirements •Previous customer care experience ACCOUNTABILITIES• Respond to and resolve customer queries through multiple communications channels• Advocates for the customer through managing internal stakeholders, and managing customer expectations and temperature while resolving complex issues• Become and expert of Dell products, solutions and capabilities• Drive the customer services profession through sharing knowledge, experimenting with new innovations and discussing best practices• Increase customer satisfaction and build loyalty through providing best in class personalized customer support• Uses data and customer insights to help drive the resolution process• Uses judgement, creativity and innovation to resolve complex customer issues• Identifies opportunities for process improvements that contribute to the achievement of business goals• Flexible to support and work in various regions / languages based on business requirement• Possess excellent communication skill both written and verbal.