Dell Sr. Manager Customer Services in Hyderabad, India

Senior Manager, Customer Services

Competitive salary

Hyderabad

Dell provides the technology that transforms the way we all work and live. But we are more than a technology company — we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as a Senior Manager Customer Services on our Customer Services team in Hyderabad.

If a customer experiences a problem using a Dell product or service, the Customer Services team has the knowledge at their fingertips to answer their questions – by phone, email, chat or online. Building great relationships with customers, we make a real difference. We also establish the systems that provide solutions to questions and problems. What’s more, we report issues to design departments to make sure Dell continues to provide products that are better than ever. To keep up with constantly evolving technology, the team is fully trained whenever a product is upgraded or launched.

Key Responsibilities

Manages a large regional team responsible for customer service inquiries regarding company products, features and/or services. Maintains direct contact with customers, particularly those that are escalated. Supports sales team by developing and maintaining positive customer relations with clients/customers, which can substantially affect service and/or product revenue(s). Works with various departments to meet maintenance services sales goals. Works with customers and/or distributors to receive accurate account of equipment failures, and provides reports to leadership. Focus of work may be in pre-sale or post-sales or both.

  • Manages the hiring, staffing and maintenance of a diverse and effective workforce.

  • Responsible for career development/planning, performance management and coaching of team members.

  • Focuses on delivering a positive customer experience and resolution according to Dell standards.

  • Interacts with cross-functional groups to solve business and customer issues.

  • Responsible for driving and delivering key performance indicators.

  • Provides direction and guidance for administration and results for multiple departments within a function or work area.

  • Manages multiple teams and significant assignments

  • Establishes budgets, operational plans and performance requirements

  • Resolves operation issues while working towards operational excellence

  • Develops best of breed standards around which others will operate.

Essential Requirements

  • Initiates new or revised procedures, programs, and initiatives.

  • Aligns operational plan with functional strategy and approach.

  • May influence and/or develop broad programs and initiatives.

  • Initiates new or revised procedures, programs, and initiatives.

  • Aligns operational plan with functional strategy and approach.

  • May influence and/or develop broad programs and initiatives.

  • Able to coach and mentor others on understanding the customer and identifying specific needs

Desirable Requirements

  • Typically 12+ years of relevant experience or equivalent combination of education and work experience Typically requires 4+ years managerial/leadership experience

Benefits

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 keen to provide the world-class customer service that underpins world-class products, this is your opportunity to develop with Dell.

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Learn more about Diversity and Inclusion at Dell here .