Dell Sr Representative, Command Center in Shanghai, China


EMC is widely recognized as one of the world's most customer-centric technology companies ? both in the U.S. and around the world.? And as part of the EMC Customer Support team, you will gain valuable skills, along with career growth and development opportunities, including training and certifications in the latest technologies.

Provides front end non-technical support for EMC's Internal and External Customers. Follows call handling procedures to ensure excellence in customer service.

Principal Duties and Responsibilities

  • Handling incoming communication from customers and internal support groups regarding technical issues

  • Schedule onsite visits of engineers and spare parts delivery

  • Keeping records of all activities in the reporting system

  • Dispatching problems timely to the relevant Support Groups

  • Manage notifications for escalations

What Do We Need From You?

  • Education Required: College or above

  • Fluent communication skills in English and Chinese.

  • Excellent verbal and written communication skills and professional telephone manner

  • Working knowledge of Microsoft Applications such as Excel/Outlook

  • Working experience in Call Center or Shared Service preferred

  • Ability to work under pressure

  • Logical thought processes and ability to drive total quality management

  • Ability to multitask

  • Confidence in holding cold calls

  • Ability to negotiate/influence

As a 247365 organization, shift work, holidays.