Senior Associate, Customer Services (I3)
Dell Technologies
Bengaluru, India
1d ago

DESCRIPTION :

  • Managing issues related to Order Status, Missing Wrong Damage or Return, and customer escalation both phone and email systems.
  • Manage customer escalations on the highest priority and work with Account / sales manager for solutions and update mgmt.
  • Engage with External Vendors - Forwarder and Services Provider to solve customer issue.
  • Engage with other departments - e.g. : Sales, logistics, Technical Support etc. to work on process improvement.
  • To interact and work with other Region Customer Care teams and the APJ PMO teams when the need arises.
  • Responsible for setting realistic customer expectations, and meeting or exceeding these expectations.
  • To verify and investigate into customer's complaints and drive for resolution within specified time frames
  • Prepare daily / weekly performance reports
  • Fully responsible for Customer Satisfaction and feedback for improvement.
  • QUALIFICATION :

  • 2 years of relevant experience in handling customer service - Email experience is mandate
  • 1 year of customer care experience would be added advantage.
  • Strong leadership behavior and drive forresults
  • Excellent telephone and communication skills -English Languages
  • 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
  • Goal / Career oriented and self-motivated
  • Able to work under pressure with minimum supervision
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