Dell Italian Customer Care Administrator - Dell Bank International d.a.c. in Dublin, Ireland
Italian Care Operations Administrator
Reporting to the Customer Care Manager, the Italian Care Operations Administrator will manage their portfolio of Dell Financial Services accounts, covering account queries, collection activities and end of lease requirements and will also have a clear understanding of the overall portfolio.
They will be responsible for resolving customer queries and providing prompt, courteous and high quality service to customers, whilst at all times following DFS’s policies and procedures.
Clearly and concisely logs and tracks details of all queries and calls and maintains and updates customer database as required. Maximize first time resolution rate and overall customer experience
He/she will be the point of contact with the outsourced Customer Care Team for their region and have a clear understanding of overall results for the region (including accounts managed by the outsourced team). They will provide support and guidance to the team in the resolution of complex cases and escalations. Though regular interaction with the team, they will also help to identify any gaps in procedure knowledge and support any training requirements. The candidate will be required to be fully aware to the main KPIs in place in Care Operations in order to achieve business targets and will be the point of contact for implementation of different projects or the changes of laws that may impact their region.
The Regional SME will be expected to build a strong relationship with other departments such as DFS Sales and Sales Support Teams in order to support and drive to a solution any customers’ escalations for the full portfolio.
They will be key in identifying process gaps and proposing operational solutions for the portfolio in order to improve customer experience.
Focuses on delivering a positive customer experience according to DFS standards; develop awareness of complete portfolio
Provide support and advice to customers for general queries, collections and end of lease requests and work to enhance DFS relationship with the customer
Provide support for our outsourced team members though regular interaction, monitor their performance, provide guidance, feedback, training etc
Be the point of contact for Care Operations with regard to your region
Interacts with cross-functional groups to solve business and customer issues.
Monthly reporting on the region in conjunction with the Collections and Quality managers
Support other DFS departments when needed in terms of country specifics (document translations, guidance on best operational approaches, country projects etc.).
Support all internal auditing, localisation reviews, and quality checks for your region
Fluent in Italian and English – written and verbal
3+ years of related finance experience or customer service experience
Strong customer service record
Proven problem solving skills
Excellent customer care abilities
- Knowledge of Excel is an advantage
We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities — all to create a compelling and rewarding work environment.
If you’re excited to be at the financial heart of a global, multi-billion-dollar business, this is your opportunity to develop with Dell.
Closing date: 30th September 2018 .
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