Customer Services Support Associate - L1

Job Description

NA Customer Service - L1

If a customer experiences a problem using a Dell Technologies product or service, the Customer Services team has the knowledge at their fingertips to answer their questions by phone, email, chat, or online. By building great relationships with customers, we make a real difference. We also establish systems that provide solutions to questions and problems. What's more, we report issues to design departments to make sure Dell Technologies continues to provide products that are better than ever. To keep up with constantly evolving technology, the team is fully trained whenever a product is upgraded or launched.

Join us as a Senior Associate on our Product Services team in Hyderabad to do the best work of your career and make a profound social impact.

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

Essential Requirements

• Some relevant experience in handling customer service
• Excellent telephone and communication skills in English
• Flexible to work in night shifts
• Strong customer service ethic and ability to be empathetic and accept ownership
• Well-developed problem-solving skills

Desirable Requirements

• Previous customer care experience of 0-4 years.