Dell Analyst, Customer Services in Bayan Lepas, Malaysia

  • Supporting ANZ Enterprise and Top Commercial Sales Representative in order support queries such as Order Status, Missing Wrong Damage or Return, Document and Information Requests.

  • Managing customer escalations on the highest priority and work with Account / sales manager for resolution.

  • Engage with other departments - e.g.: Sales, Logistics, Order Processing team, Technical Support etc. on issue resolution.

  • 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

  • Fully responsible for Customer Satisfaction and feedback for improvement

  • Supporting SA Enterprise and Top Commercial Sales Representative in order support queries such as Order Status, Missing Wrong Damage or Return, Document and Information Requests.

  • Managing customer escalations on the highest priority and work with Account / sales manager for resolution.

  • Engage with other departments - e.g.: Sales, Logistics, Order Processing team, Technical Support etc. on issue resolution.

  • 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

  • Fully responsible for Customer Satisfaction and feedback for improvement

  • Supporting in ANZ working hours is required

Essential Requirements:

  • Typically requires 2+ years of related experience.

  • Strong telephone etiquette skills.

  • Strong knowledge of products, customer service, policies and procedures.

  • Ability to analyze information and draw accurate conclusions.

  • Good customer focused.

  • Ability to manage in a matrix environment.

  • Mentoring/coaching skills; motivates others.

  • Exhibits confident behavior.

  • Ability to lead, motivate and direct a workgroup.

  • Good communication skills.