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.