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Dell Internship, Command Center in Bayan Lepas, Malaysia

Command Center Internship

Responsible for providing service delivery process management from initial customer contact to service complete. Primary focus entails monitoring of service events to ensure agreed-upon customer SLAs will be met. Utilizes a variety of tools to identify exceptions and work cross functionally with internal and external partners to drive services solution. Provides ongoing communication to customers, partners, and internal stakeholders pertaining to the service event. May also provide support for customer escalations and/or event management.

Responsibilities

  • Firm understanding of Dell’s internal and key business partners processes and tools

  • Handles incoming calls and chats from internal customers, logistic and service providers with questions regarding service delivery details.

  • Reviews and monitors process exceptions for service delivery

  • Attempts to resolve service exceptions (alerts) through alternative options

  • Coordinates service options with logistic and service providers

  • Works in conjunction with multiple cross functional organizations to analyze situations and drive customer issues to resolution

  • Consults with partners on appropriate preparation steps required for Proactive Event scheduling and negotiate event schedule dates as applicable

  • Negotiate with Field Management to resolve escalation cases

  • Focuses on improving work group cooperation with internal customers

  • Uses sound judgment, application of general business principles and demonstrates initiative in carrying out assigned duties

  • Responsible to make effective decisions in real time with limited information

Qualifications

  • Bachelor degree in Operations, Computer Science

  • Able to start from February 2021 onwards

  • Good communication skills

  • Team player

  • Customer focused

  • Ability to multitask

  • Ability to analyze information and draw accurate conclusions

  • Basic computer skills and intermediate understanding of Microsoft Office

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