Dell Analyst, Customer Services in Bayan Lepas, Malaysia

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Key Responsibilities:

This Analyst, Customer Services (OMS Case Manager) is 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 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.

Essential Requirements:

  • Typically requires 4+ 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.

  • 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.

  • Communication skills.