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Dell Sr Analyst, Customer Services in Bayan Lepas, Malaysia

Senior Analyst, Customer Services

Bayan Lepas, Penang

Responsibilities:

  • Supporting ANZ & 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

  • Supporting ANZ business hours is required.

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